Solutions Architect

About the Role

We’re looking for a Solutions Architect who will guide customers through the entire technical journey—from discovery and solution design to onboarding and long-term adoption. This role blends pre-sales solutioning, implementation support, integration planning, and technical account management. You’ll also serve as an escalation point for complex support cases that require deeper product and systems expertise.

You’ll partner closely with Sales, Customer Success, Product, and Engineering to make sure customers get a smooth, well-designed, and well-supported experience from start to finish.

Key Responsibilities

Pre-Sales

• Join discovery calls to understand customer needs, use cases, technical requirements, and constraints
• Translate business workflows into solution designs, integration approaches, and implementation plans
• Support Sales with demos, technical deep dives, and proof-of-concepts
• Advise on API usage, data flows, permission structures, and enterprise security requirements
• Prepare solution documents, architecture diagrams, and scoping details for proposals

Implementation & Onboarding

• Guide customers through configuration, environment setup, and best-practice workflows
• Support data migration, integration mapping, and onboarding milestones
• Coordinate with Product and Engineering for solution feasibility and timelines
• Document customer configurations, architecture references, and integration plans

Post-Sales & Technical Account Management

• Serve as the customer’s technical owner after go-live
• Monitor adoption and recommend adjustments or optimization opportunities
• Join customer calls when deeper technical alignment is needed
• Collaborate with the team to discuss customers' account health, renewals, and expansion opportunities
• Highlight recurring issues or feature gaps to Product and Engineering

Support Escalations

• Act as a higher-tier escalation point for complex or high-impact support cases
• Troubleshoot advanced technical issues related to configurations, integrations, and workflows
• Provide guidance to Support on how to resolve or prevent similar issues
• Create internal notes or recommendations to improve support playbooks

(Note: This is not a frontline support role. You will not be handling the daily support queue.)

Cross-Team Collaboration

• Provide customer insights to help shape product direction
• Create reusable solution templates, technical guides, and implementation playbooks
• Conduct internal training for sales, CS, and support teams
• Partner with Product Marketing on technical content or enablement materials

Qualifications

• Experience in SaaS solutioning, customer success engineering, pre-sales engineering, or technical consulting
• Strong at translating requirements into practical solution designs
• Comfortable discussing APIs, integrations, data flows, and technical architecture
• Clear communicator who can explain complex topics to both technical and non-technical stakeholders
• Able to manage multiple customer implementations and technical initiatives
• Plus: familiarity with scripting, low-code tools, or reading basic API payloads

What Success Looks Like

• Faster sales cycles due to strong technical validation
• Smooth onboarding experiences with minimal escalations
• High customer adoption and strong technical alignment
• Improved internal processes through reusable solution frameworks
• Positive customer relationships built on trust and expertise