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DeepgramDeepgramUnited States

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.

140k – 200k
RemoteSupport Engineering

About the role

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

PythonJavaScriptTypeScriptRustC/C++AWSGCPAzureDockerKubernetes

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