Solutions Architect (EST or PST)

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

You'll Love This Role If You

Enjoy direct customer interaction and solving complex technical challenges

Are passionate about creating scalable solutions that enhance customer experiences

Find satisfaction in improving systems and processes to increase efficiency

Have a talent for identifying patterns and translating them into actionable improvements

Are energized by opportunities to apply engineering principles to customer-facing challenges

See technical support as a strategic function that drives customer satisfaction and retention

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 Required
3+ years of experience in technical support, solutions engineering, or similar roles
Strong software engineering background with experience in a modern programming language
Experience developing automation solutions
Proven ability to troubleshoot complex technical issues
Excellent written and verbal communication skills