Solutions Architect

Convey; San Francisco (CA); In loco; USD 140.000 - 190.000; Tempo pieno

Descrizione del lavoro

Convey is seeking a Solutions Architect in San Francisco, in-office, to help customers adopt AI teammates and design scalable workflows. You will work with non-technical operators and business leaders to structure effective solutions, troubleshoot issues, and drive ongoing value from Convey's platform.

You will collaborate with product and engineering, build trusted relationships, and contribute to scalable enablement motions while navigating an early-stage, high-ownership environment.

Competenze

• Experience in technical or support engineering with architecture, project management, and debugging expertise.
• Ability to build deep relationships with customers and work directly with them.
• Ability to reason about multiple moving parts: APIs, integrations, data, logs, workflows, and project goals.
• Experience creating or improving operational processes and internal tooling, preferably with AI.

Mansioni

• Guide executive sponsors and customer teams to use Convey to achieve meaningful operational outcomes.
• Help non-technical users architect solutions effectively and optimally.
• Troubleshoot issues across workflows, integrations, data, prompts, and AI behavior.
• Join calls with customers to deep dive issues and build trust.
• Maintain a high standard of responsiveness and correctness in customer inquiries.
• Coach customers to resolve their own issues and adopt best practices.

Conoscenze

Customer engagement

Technical account management

Architectural thinking

Cross-functional collaboration

Product/engineering alignment

Descrizione del lavoro

Solutions Architect

Location: San Francisco, CA (in-office)

About Convey

Convey builds AI teammates that run critical operations, whether it's ingesting orders, trafficking complex ad campaigns, or preparing customer reports. We believe a company's best people shouldn't be bottlenecked by manual execution. By delegating the daily grind to reliable digital teammates, operators are freed to focus on strategy, relationships, and the complex work that actually moves the business forward. We are building the era of the 100x operator.

We already have dozens paying customers, including recognizable logos like NBC Universal, TelevisaUnivision, and Dow Jones, and are growing at an exciting clip. We're looking for a dynamic, customer-focused individual to join us. Convey raised a $38M Series A from Andreessen Horowitz, and is backed by top VCs like Khosla Ventures, PearVC, SVAngel, and more.

About the role

Convey is hiring a Technical Account Manager to help customers successfully run their operations with AI teammates.

This is not a support role. You will absolutely help customers troubleshoot issues when they arise. But the core of the job is broader and more important than that: helping customers adopt Convey effectively, structure the right workflows, achieve their goals, and get increasing value from the product over time.

Our customers are typically non-technical operators and business leaders. Their questions are not just “what button do I click?” Often, the real question is: how should I approach this problem in the first place? How should this workflow be structured? What is the best way to use Convey to get to the desired outcome?

You will work directly with customers across onboarding, activation, troubleshooting, and ongoing enablement. Sometimes that means jumping on a live call to debug an issue. Sometimes it means helping a user think through how to build the right workflow. Sometimes it means noticing that someone has gone quiet, that adoption has stalled, or that a project is off track, and stepping in before it becomes a bigger problem.

This is an early-stage, high-ownership role. You will not just execute a playbook, you will help build it. We want someone who is excited to work closely with customers, partner deeply with product and engineering, and design better systems for how Convey supports customers at scale.

Responsibilities

• Given a customer’s key goals and initiatives, guide the executive champion and customer working team to leverage Convey to achieve meaningful operational outcomes

• Help non-technical users architect solutions appropriately and optimally

• Troubleshoot issues across workflows, integrations, data, prompts, and AI behavior

• Join calls ad hoc or regularly with customers to deep dive into issues and build trust

• Respond to customer inbound questions, maintaining a tight SLA and a high bar for correctness and thoughtfulness

• Coach customers so they can learn to resolve their own problems and enact the right best practices themselves wherever possible

• Proactively monitor customer engagement and identify when users or projects may be off track

• Reach out before issues escalte, and surface risks or blockers to both customer champions and internal teammates

• Build strong customer relationships and deepen trust as a representative of the company

• Improve how we follow up with customers, track open work, and create a more consistent enablement motion

• Improve internal tooling and infrastructure to manage projects, track metrics, and scale the process using AI

• Distill product insights, identify bugs, and partner with the product and engineering team to improve the core offering

• Expand and improve our internal knowledge base

Exceptional Candidates Have:

• A track record of technical or support engineering work with a real instinct for architecture, project management, and debugging

• Experience working directly with customers and building deep relationships with them

• The ability to reason about many moving parts at once: APIs, integrations, data, logs, automated workflows, as well as the overarching project and goal.

• Experience building or improving operational processes, systems, or internal tooling, ideally using AI

• Experience interfacing with internal product and engineering teams

• Comfort operating in ambiguity and helping define a function at an early-stage company

Additional Information

• Culture is high-ownership, high-intensity, and customer-focused.