Senior Solution Architect

Summary

Join our team as a Solutions Architect for the APAC region and collaborate with customers to integrate, scale, and optimize our real-time communication platform. You'll work closely with sales, customer success, and engineering teams to deliver custom solutions and technical guidance.

Requirements

• Language Proficiency: Fluent in both English and Mandarin, with excellent verbal and written communication skills
• Technical Expertise: Strong background in real-time protocols such as WebSockets, MQTT, and Server-Sent Events, as well as cloud infrastructure, serverless, and distributed systems
• Customer Support: Extensive experience providing technical support to enterprise customers, troubleshooting complex issues, and collaborating with engineering teams to deliver solutions
• Pre-Sales & Post-Sales Experience: Experience in both pre-sales and post-sales technical roles, ideally in a SaaS or cloud platform environment
• Programming Skills: Hands-on experience with messaging systems like Kafka, APIs, and coding languages such as JavaScript, Objective-C, Java/Kotlin, C#, Go, Ruby, or Python
• Problem Solving & Prioritization: Strong ability to manage and prioritize customer issues based on impact and urgency, providing timely and effective resolutions
• Self-Starter: A proactive learner and self-starter, comfortable tackling challenging technical problems in a fast-paced environment

Responsibilities

• Collaborate with Sales and Customer Success: Partner with Account Executives and Customer Success Managers to understand customer needs and provide expert technical guidance during sales and technical discussions
• Lead Product Demonstrations & Proof of Concepts (PoCs): Deliver tailored product demos and PoCs to demonstrate the platform’s value and technical capabilities
• Provide Technical Expertise: Offer insights on usage, volume projections, and architectural recommendations to ensure successful customer implementations
• Respond to RFPs and RFIs: Contribute to technical input for RFP/RFI responses, helping craft compelling proposals
• Technical Onboarding: Assist new customers in integrating the platform, providing hands-on support and ensuring a smooth implementation process
• Architectural Reviews: Review and provide feedback on customer architectural designs and rollout plans, advising on best practices for performance and scalability
• Troubleshoot Complex Issues: Collaborate with customer development teams to diagnose and resolve technical problems, working with internal engineering teams for complex issues
• Manage Escalations: Handle escalations for urgent technical issues, especially outside of UK office hours, utilizing PagerDuty for escalation to the engineering team
• Develop Documentation: Create internal and external documentation outlining best practices to facilitate collaboration between Sales, Customer Success, and Engineering
• Foster Strong Customer Relationships: Build and maintain strong relationships with customers by providing world-class technical support and ensuring they maximize the platform’s value
• Product Advocacy: Relay customer insights and feedback to Product Management and Engineering to support continuous product improvement

Preferred Qualifications

• Experience with Distributed Systems: Knowledge of event-driven architectures and large-scale distributed systems
• Industry Experience: Previous experience working with real-time communication platforms or SaaS solutions in a similar domain