Solutions Architect (EST or PST)
Solutions Architect owns post-sales customer engagements, resolves complex technical support issues, builds automation and self-service tools for scalable support, and occasionally assists pre-sales. Requires 3+ years customer-facing technical experience and strong software engineering in modern languages.
About the job
What You'll Do
- Own complete post-sales customer engagements, providing direct technical guidance and solutions
- Lead the technical resolution of complex customer support issues, serving as an escalation point for challenging technical problems
- Design and implement systematic improvements to our support process and infrastructure
- Create automated solutions and self-service tools that address common customer challenges
- Analyze support ticket patterns to identify product improvement opportunities and preventative measures
- Develop technical documentation, guides, and best practices that enable customers to self-solve issues
- Collaborate with product and engineering teams to advocate for customer needs and influence roadmap priorities
- Partner with the broader Applied Engineering team to share knowledge and balance support workload
- Occasionally assist with implementation projects and pre-sales activities as needed
Time Allocation
- 50% - Direct customer engagement and technical problem solving
- 30% - Building automation and scalable support solutions
- 10% - Developing documentation and self-service resources
- 10% - Contributing to broader Applied Engineering initiatives and pre-sales activities
Requirements
It's Important To Us That You Have
- 3+ years of experience in technical support, solutions engineering, or similar customer-facing technical roles
- Strong software engineering background with professional development experience in at least one modern programming language, such as Python, JavaScript/TypeScript, Rust, C/C++, or similar languages
- Experience developing automation solutions and improving technical processes
- Proven ability to troubleshoot complex technical issues in production environments
- Excellent written and verbal communication skills with the ability to explain technical concepts clearly
It Would Be Great if You Had
- Experience with speech recognition, NLP, or related AI technologies
- Knowledge of cloud platforms (AWS, GCP, Azure) and containerization technologies like Docker and Kubernetes (K8s)
- Experience with API-first products and developer tools
- Background in support automation techniques and tools
Skills
Python, JavaScript, TypeScript, Rust, C/C++, AWS, GCP, Azure, Docker, Kubernetes
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