Architect à United States

Helpshift - A Keywords Studio, bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Supercell, Scopely, Rovio, and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers. We are looking for an ambitious, experienced, driven & solution orientated individual that thrives in a fast-paced, cutting-edge, technology-driven environment. You will be an integral part of our custom development and professional services team and collaborating with multiple teams to deliver solutions to our clients.

1. Developing Infrastructure-as-Code (IaC) using Terraform, CDK, or Pulumi
2. Developing CI/CD pipelines for Cloud Deployments
3. Developing custom automation (Lambda Functions/ Azure functions)
4. Efficient with programming languages (Python, JavaScript, bash, powershell, C#)
5. Managing code repositories and performing peer code reviews
6. Maintaining code hygiene and writing test cases for the solutions
7. Mentoring and training implementation engineers
8. Assisting with proof of concepts for strategic and enterprise customers
9. Working side-by-side with customers to design, build, and deploy complex integrations
10. Establishing partnerships and strategic relationships with contacts at our biggest brands
11. Managing multiple tasks/projects simultaneously
12. Analyzing and auditing existing Helpshift implementations for improvements
13. Becoming an expert at using Helpshift’s administrative tools which include a suite of AI products, bots, and other mission-critical support functions
14. Working collaboratively with Account Manager, Customer Success Managers, Operations teams, and Sales to ensure customers’ overall success with the product
15. Occasional travel to client site or other offices (up to 25%)

1. Minimum of 3 years of SaaS experience in a specialization such as consulting services, technical pre-sales or technical project management
2. Proven experience translating ambiguous customer requirements into actionable technical solutions
3. Proficient with any of: Python, Go, C#, Node.js, Powershell
4. Proficient with deploying cloud solutions on AWS or Azure (preferred)
5. Familiar with technical SaaS concepts such as SDKs, APIs and cloud computing
6. Exceptionally organized and a project manager at heart
7. Understanding of Object-Oriented Programming concepts
8. Value performing tasks efficiently and dislike seeing mistakes repeated
9. Excellent communication skills and comfortable leading meetings with customer executives and analysts
10. Proficient in the entire G-Suite and can perform data analysis tasks including generating pivot tables and writing complex formulas in Sheets/Excel
11. Curious about complex systems and a natural problem solver
12. Build rapport with customers as a consultative seller
13. Visual Storytelling – Use visual narratives to share a lot of information in a short amount of time
14. Experience with Kubernetes and containerization technologies in cloud environments a plus
15. Working EST/PST hours

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.

• Salary: 93,000 CAD (yearly gross)
• Full-time schedule, plus employee benefits, including health and dental care, when eligible.
• Partnerships with STM, Telus, and BIXI (among others).
• Employee Assistance Program.

Please be advised that this position requires the successful applicants to be able to effectively communicate in English (both verbally and in writing). This is due to the position requiring constant communication with clients and team members outside of the province of Quebec.

Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

Privacy Notice: By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: Keywords Studios

Location: Americas, Canada

Area of Work: Business Development, Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote