Solutions Architect

As our first Solutions Architect, you'll have the opportunity to work directly with our top customers, providing support for the technical elements of the post-sales journey, being the go-to resource for the CS team, and do critical work that will impact thousands of end customers affected by our embedded iPaaS product. You’ll help to enable, support and educate B2B SaaS customers on their technical set up, architecture and use of our products and help us scale, rolling up your sleeves with video calls and recordings, technical documentation, and other collateral you produce to drive adoption and expansion deals forward. 

You’ll partner closely with our Customer Success Managers, engaging with our customers’ technical leads and leaders including architects, engineers, and operations teams to be a technical and trusted advisor. You’ll have technical depth and business knowledge to drive complex technology discussions which express the value of our platform through the customer lifecycle. 

What you'll be doing

• 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.

Skills & experience we're excited about

• 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. You must have a working knowledge of React, TypeScript, NodeJS, MongoDB, AWS, etc.
• 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.
• Understanding of the integration infrastructure or iPaaS (Integration Platform as a Service) landscape is beneficial.
• Knowledge of common security vulnerabilities and best practices to mitigate them.

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