Solutions Architect

Summary

Join Deepgram's Applied Engineering team as a Solutions Architect (Applied Engineer) and directly engage with customers to solve complex technical challenges. You will own complete post-sales customer engagements, build scalable solutions enhancing support infrastructure, and resolve sophisticated technical issues. Leveraging your strong engineering background, you'll create repeatable solutions and automation. This role offers growth opportunities into implementation and pre-sales, significantly impacting customer support. As a key team member, you'll influence support strategy and ensure exceptional technical assistance. The position is a blend of post-sales support, automation development, and occasional pre-sales/implementation contributions.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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