Remote Solutions Architect

Summary

Join our team as the first Solutions Architect, working directly with top customers, providing technical support, and driving adoption and expansion deals forward.

Requirements

• 8+ years experience in a customer facing post-sales, technical architecture or consulting role with expertise in debugging and troubleshooting techniques, with a solid understanding of third party APIs, databases, and authentication/authorization mechanisms and frontend (MERN)
• You must have a strong understanding of JavaScript in both the frontend and backend. This is a technical position and you will be expected to code daily
• Experience translating customer’s business needs to technology solutions, establishing buy-in with essential customer stakeholders, with the ability to explain technical concepts to non-technical users in a concise and clear manner
• Strong problem-solving skills, with the ability to analyze complex issues, identify root causes, and implement effective solutions
• Ability to work effectively in a collaborative environment, coordinating with cross-functional teams to resolve customer issues. You should not be afraid to voice your opinions and be heard

Responsibilities

• Work with CS, engineering and leadership to understand customer needs, prioritize issues, implement solutions, and develop account strategies for the accounts you support to grow their usage of our platform
• Establish our Embedded iPaaS product as the standard for our customers’ integration building through excellent technical account planning
• Build and present architecture, and product demos to customers to help them understand how to achieve their goals to increase adoption and unlock additional use cases for our products
• Utilize debugging and troubleshooting techniques to diagnose and resolve issues in production systems, ensuring minimal disruption to customer operations
• Identify, document, and report bugs or issues experienced by customers, working closely with the engineering team to ensure timely fixes
• Take the knowledge you obtain from customers and work with our product team to translate that into actionable features that influences our product roadmap and company trajectory
• Maintain clear and proactive communication with customers in conjunction with our CS team, keep customers informed about issue statuses, resolutions, and updates
• Create and maintain comprehensive documentation of customer issues, solutions, and best practices to enhance the support process and knowledge bases
• Assist in the training and onboarding of new customers, ensuring they have a solid understanding of our platform and its capabilities