Solutions Architect (Applied Engineer)

New

Eastern or Pacific Time in the US, Eastern Time, Pacific TimeFull-TimeMiddle

Salary not disclosed

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Job Details

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
Experience developing automation solutions and improving technical processes
Proven ability to troubleshoot complex technical issues in production environments
Excellent written and verbal communication skills
Experience with speech recognition, NLP, or related AI technologies (would be great)
Knowledge of cloud platforms (AWS, GCP, Azure) and containerization technologies like Docker and Kubernetes (K8s) (would be great)
Experience with API-first products and developer tools (would be great)
Background in support automation techniques and tools (would be great)

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
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

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