Associate Solutions Architect

Jobtailor; Deutschland; Remote; EUR 103.000 - 155.000; Vollzeit

Zusammenfassung

Drata is seeking a customer-facing technical expert focused on maximizing retention and platform adoption across a commercial customer portfolio. You will resolve friction, guide customers to digital resources, and monitor technical health and renewals.

You will develop technical content, deliver workshops, and collaborate with product and education teams to keep materials accurate. Strong API, cloud, and scripting skills are essential.

Qualifikationen

• 3–5 years of experience in a Solutions Architect, Technical Account Manager, Customer Success Engineer, or equivalent role in B2B SaaS environments.
• Experience producing technical content, including help articles, video walkthroughs, or e-learning modules, strongly preferred.
• Experience in security or compliance-related industries is a plus.
• Familiarity with AI-powered tools or platforms, with willingness to develop deeper expertise in AI-assisted compliance workflows.
• Foundational experience with AWS, GCP, or Azure.
• Working knowledge of desktop applications and machine architecture on Windows, Mac, and Linux, including Chrome OS.
• Experience with REST APIs and JSON.
• Foundational experience with JavaScript, Python, or Bash/Shell/Unix scripting.
• Strong written and verbal communication skills.
• Comfort presenting to groups in webinar or workshop formats.
• Ability to manage a customer portfolio and multiple content workstreams simultaneously.
• Must be located in the United States.

Aufgaben

• Serve as a customer-facing technical expert for Drata’s commercial customer segment.
• Drive retention and technical health across a commercial customer portfolio through signal-based engagement and targeted technical guidance.
• Increase customer self-sufficiency and platform adoption by resolving friction points and directing customers to digital resources.
• Own a book of business and monitor account technical health and platform adoption.
• Identify health score drops, usage threshold alerts, and renewal risk flags and proactively engage at-risk customers.
• Provide limited-scope technical support for bounded integration or solutioning questions.
• Partner with Customer Success Managers on customer priorities, renewals, and expansion opportunities.
• Contribute to and maintain Drata Academy technical modules, how-to guides, help articles, and walkthrough videos.
• Design, develop, and deliver technical workshops and webinars.
• Identify self-service content gaps using support trends, escalations, and customer feedback.
• Partner with Product and Customer Education teams to keep digital content accurate and current.
• Develop working knowledge of APIs, desktop applications, logging, database architecture, scripting, and documentation.
• Build familiarity with identity/SSO, cloud infrastructure, CI/CD pipelines, MDMs, EDRs, and HRIS providers.
• Help customers adopt Drata’s AI-powered features.
• Stage, reproduce, and document platform behavior and customer issues.
• Participate in UAT sessions with Product Management.
• Communicate commercial-segment trends to inform product advocacy and SA prioritization.
• Support cross-functional technical documentation and enablement sessions.
• Escalate complex or out-of-scope issues to senior Solutions Architects.

Kenntnisse

Customer Engagement

Technical Support

Technical Content Production

API Knowledge

Cloud Platform Familiarity

Tools

AI-powered Tools

Desktop Applications

Cloud Infrastructure

CI/CD Pipelines

MDMs

EDRs

HRIS Providers

Jobbeschreibung

• Serve as a customer-facing technical expert for Drata’s commercial customer segment
• Drive retention and technical health across a commercial customer portfolio through signal-based engagement and targeted technical guidance
• Increase customer self-sufficiency and platform adoption by resolving friction points and directing customers to digital resources
• Own a book of business and monitor account technical health and platform adoption
• Identify health score drops, usage threshold alerts, and renewal risk flags and proactively engage at-risk customers
• Provide limited-scope technical support for bounded integration or solutioning questions
• Partner with Customer Success Managers on customer priorities, renewals, and expansion opportunities
• Contribute to and maintain Drata Academy technical modules, how-to guides, help articles, and walkthrough videos
• Design, develop, and deliver technical workshops and webinars
• Identify self-service content gaps using support trends, escalations, and customer feedback
• Partner with Product and Customer Education teams to keep digital content accurate and current
• Develop working knowledge of APIs, desktop applications, logging, database architecture, scripting, and documentation
• Build familiarity with identity/SSO, cloud infrastructure, CI/CD pipelines, MDMs, EDRs, and HRIS providers
• Help customers adopt Drata’s AI-powered features
• Stage, reproduce, and document platform behavior and customer issues
• Participate in UAT sessions with Product Management
• Communicate commercial-segment trends to inform product advocacy and SA prioritization
• Support cross-functional technical documentation and enablement sessions
• Escalate complex or out-of-scope issues to senior Solutions Architects

Requirements

• 3–5 years of experience in a Solutions Architect, Technical Account Manager, Customer Success Engineer, or equivalent role in B2B SaaS environments
• Experience producing technical content, including help articles, video walkthroughs, or e-learning modules, strongly preferred
• Experience in security or compliance-related industries is a plus
• Familiarity with AI-powered tools or platforms, with willingness to develop deeper expertise in AI-assisted compliance workflows
• Foundational experience with AWS, GCP, or Azure
• Working knowledge of desktop applications and machine architecture on Windows, Mac, and Linux, including Chrome OS
• Experience with REST APIs and JSON
• Foundational experience with JavaScript, Python, or Bash/Shell/Unix scripting
• Strong written and verbal communication skills
• Comfort presenting to groups in webinar or workshop formats
• Ability to manage a customer portfolio and multiple content workstreams simultaneously
• Must be located in the United States

Core Competencies

Demonstrates expertise in customer engagement and technical support within B2B SaaS environments, focusing on driving customer retention, platform adoption, and self-sufficiency. Proficient in developing technical content and conducting workshops while managing a diverse customer portfolio.

Highest-signal resume keywords

• Customer Engagement
• Technical Support
• Technical Content Production
• API Knowledge
• Cloud Platform Familiarity

Hard Skills

• REST APIs
• JavaScript
• Python
• Bash/Shell Scripting
• AWS
• GCP
• Azure
• Technical Documentation
• Database Architecture
• Digital Resource Development

Soft Skills

• Strong Communication Skills
• Presentation Skills
• Customer Portfolio Management
• Multi-tasking Ability

Industry Keywords

• B2B SaaS
• Security
• Compliance
• Customer Success
• Solutions Architecture

Tools & Technologies

• AI-powered Tools
• Desktop Applications
• Cloud Infrastructure
• CI/CD Pipelines
• MDMs
• EDRs
• HRIS Providers