Senior Customer Architect

elastic.io; Austin (TX); On-site; USD 107,500 - 170,100; Full time

Benefits offered by this job

Company-matched 401(k)

Flexible work arrangements

Health coverage

Generous vacation days

Parental leave

Job summary

A leading search technology company in Austin, Texas, is seeking a Senior Customer Architect to collaborate with account teams and support the adoption of Elastic solutions. This role requires a strong technical background and excellent communication skills to facilitate customer engagement and ensure success. The successful candidate will develop Technical Success Plans, improve customer experience, and drive revenue growth through effective relationship management. Competitive compensation includes a base salary and variable component, as well as stock options and comprehensive benefits.

Qualifications

• Validated experience in a similar role such as Solutions Architect or Technical Consultant.
• Hands-on experience with Elastic solutions or equivalent technologies.
• Ability to lead multiple projects simultaneously.

Responsibilities

• Collaborate with account team to provide ongoing technical support.
• Define technical success plan for customers.
• Ensure a successful onboarding process for customers.

Skills

Technical understanding

Excellent communication

Problem-solving skills

Relationship building

Education

Bachelor’s degree in Computer Science, Engineering, or related field

Tools

Elastic solutions

Elastic stack (Elasticsearch, Logstash, Kibana)

Job description

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale – unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data – securing and protecting private information more effectively – Elastic’s complete, cloud‑based solutions for search, security, and observability help organizations deliver on the promise of AI.

What is The Role?

We are actively seeking a Senior Customer Architect with an understanding of technology and hands‑on experience in key IT domains, notably Observability, Cybersecurity, and Enterprise Search. You should possess a strong technical background, preferably with experience in cloud‑based software solutions. We value individuals who are passionate about staying at the forefront of technology trends with a growth mindset and excited to learn and implement new technologies. While previous experience with Elastic solutions is not a prerequisite, an eagerness to adopt our suite of solutions and apply them effectively to solve our customers’ challenges is critical. This key role involves not only driving the consumption of our Elastic solutions by aligning them with customer business objectives but also onboarding customers, securing adoption, and facilitating expansion. As a Customer Architect, you will be the Trusted Technical Advisor, working in tandem with the customer and complementary groups like Field and Services Teams to ensure that Elastic solutions are exceeding customer expectations. Your technical expertise, eye for business, and ability to deliver value will accelerate and improve the customer experience, leading to continued satisfaction and expansion within the Elastic portfolio. In your role, a crucial part of your responsibility is defining and communicating the technical success criteria for our customers. This involves crafting detailed Technical Success Plans tailored to the specific customers’ goals and critical metrics, outlining the optimal consumption and deployment of Elastic solutions in the customer’s environment, and ensuring their success and satisfaction.

What You Will Be Doing:

• Collaborate closely with the account team, including the Account Executive and the Solutions Architect (Pre‑sales engineer), to provide ongoing technical coverage and support, while the account team focuses on identifying new deals.
• Define the technical success plan for each customer, outlining the optimal use of Elastic solutions to achieve their business objectives.
• Ensure a successful technical customer journey, from onboarding to adoption, while continuously driving the consumption of Elastic solutions.
• Understand and articulate the value proposition of Elastic solutions and align them with the customer’s business goals.
• Work closely with customers to identify and eliminate technical frictions, promoting a smoother adoption and implementation of Elastic solutions.
• Liaise between customers and support, as necessary, to ensure an optimized support resolution experience smoothing the adoption curve for the customer.
• As a hands‑on technical authority, collaborate with the Service Team to deliver personalized, frictionless solutions that meet the unique needs of each customer.
• Develop a comprehensive understanding of the customer’s business needs and translate these into technical requirements for Elastic solutions.
• Find opportunities for expansion, at which point the account team takes over to expand the subscription, aiming to grow annual recurring revenue (ARR).
• Foster ongoing customer relationships, ensuring that customers continue to increase their utilization of Elastic solutions, further driving ARR.
• Continuously review and assess customer consumption of Elastic solutions, proactively suggesting upgrades and enhancements that increase value and drive further consumption.

What You Will Bring:

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field highly preferred.
• Validated experience in a similar role such as Solutions Architect, Technical Consultant, or Pre‑sales Engineer, with hands‑on experience with Elastic solutions or equivalent technologies.
• Experienced with one or more Elastic solutions (Observability, Security, Enterprise Search) or the Elastic stack (Elasticsearch, Logstash, Kibana) and how to align them with business objectives is a plus.
• Excellent communication and presentation skills.
• Strong social skills, with the ability to establish relationships with customers and team members.
• Demonstrated problem‑solving skills, with a track record of delivering innovative solutions.
• Ability to lead multiple projects simultaneously and meet deadlines.

Compensation and Benefits

Compensation for this role is in the form of base salary plus a variable component that together comprise the On‑Target Earnings (OTE). On‑Target Earnings (OTE) are based on a 70/30 pay mix (base salary / target variable). The typical starting OTE range for new hires in this role is listed below.

Typical starting salary range: $107,500–$170,100 USD

Typical starting Target Variable range: $46,000–$72,800 USD

Typical starting On‑Target Earnings (OTE) range: $153,500–$242,900 USD

In addition to cash compensation, this role is eligible to participate in Elastic’s stock program. Our total rewards package includes a company‑matched 401(k) with dollar‑for‑dollar matching up to 6% of eligible earnings, and a range of other benefits focused on employee well‑being, including health coverage, flexible work arrangements, generous vacation days, a volunteer time allowance, and parental leave.

Equal Opportunity Employer

Elastic is an equal‑opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state, or local law, ordinance, or regulation. We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or recruiting process, please email [[e-mail]]. Applicants have rights under Federal Employment Laws; view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster). Elasticsearch develops and distributes encryption software and technology that is subject to U.S. export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Russia, Syria, the Crimea Region of Ukraine, the Donetsk People’s Republic (“DNR”), and the Luhansk People’s Republic (“LNR”). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please see here for our Privacy Statement.

How to Apply

Interested in this position? Please submit your resume and cover letter through the application portal.