Sr. Customer Architect

United States Digital Space LLC; United States; On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Stock program

Company 401k matching

Job summary

The Search AI Company is seeking a Senior Customer Architect in the United States to act as trusted technical advisor, aligning observability, cybersecurity, and enterprise search solutions with customer goals. You will onboard customers, ensure adoption, and facilitate expansion while collaborating with field and services teams.

You will craft Technical Success Plans and guide customers through optimal consumption and deployment of the company solutions in their environment, delivering

Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Systems, or related field preferred.
• Validated experience in Solutions Architect/Technical Consultant/Presales Engineer roles.
• Hands-on experience with observability, security, or enterprise search and related technologies.

Responsibilities

• Ensure customers derive significant value and drive adoption of company solutions.
• Collaborate with account team to provide ongoing technical coverage and support.
• Define and communicate Technical Success Plans for customers.

Skills

Observability

Security

Enterprise Search

Elasticsearch

Logstash

Kibana

Cloud experience

Communication

Problem solving

Project management

Education

Bachelor's degree

Tools

Elasticsearch

Logstash

Kibana

Job description

the company, 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 the company 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 — the company’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

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 the company 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 the company solutions by aligning them with customer business objectives but also onboarding customers, securing adoption, and facilitating expansion.

What is The Role

As a Sr 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 the company solutions are exceeding customer's expectations. . Your technical expertise, eye for business, and ability to deliver value will accelerate and improve the customer experience leading to customer continued satisfaction and expansion within the the company 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.

The Technical Success Plans act as a roadmap, outlining the optimal consumption and deployment of the company solutions in the customer's environment. They detail the necessary steps for implementation, highlight achievements for successful consumption or expansion, and provide and effectiveness aligned to the customer's business goals. By actioning this plan , you will be seen as the trusted advisor, guiding the customer towards achieving their desired outcomes, thereby ensuring their success and satisfaction.

From providing technical guidance and sharing standard methodologies to aligning technical objectives with the customers' business goals, your work is instrumental in facilitating smooth adoption, sustained usage, and increased consumption of our solutions. This hands‑on role requires you to be proactive, with a keen understanding of our customers' technical landscape and a commitment to making their journey with the company solutions successful and valuable.

What You Will Be Doing

• Your chief aim will be to ensure the customer derives significant value, eliminate technical frictions, and propel the uptake and application of the company solutions, with the ultimate goal of growing annual recurring revenue (ARR).
• 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 the company solutions to achieve their business objectives.
• Ensure a successful technical customer journey, from onboarding to adoption, while continuously driving the consumption of the company solutions.
• Understand and articulate the value proposition of the company 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 the company 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 the company 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 the company solutions, further driving ARR.
• Continuously review and assess customer consumption of the company solutions, proactively suggesting upgrades and enhancements that increase value and drive further consumption.

What You 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 the company solutions or equivalent technologies.
• Experienced with one or more the company solutions (Observability, Security, Enterprise Search) or the the company 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 for this role is in the form of base salary. This role does not have a variable compensation component.

The typical starting salary range for new hires in this role is listed below. In select locations (including Seattle WA, Los Angeles CA, the San Francisco Bay Area CA, and the New York City Metro Area), an alternate range may apply as specified below.

These ranges represent the lowest to highest salary we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the ranges may be modified in the future.

An employee's position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs.

the company believes that employees should have the opportunity to share in the value that we create together for our shareholders. Therefore, in addition to cash compensation, this role is currently eligible to participate in the company's stock program. Our total rewards package also includes a company‑matched 401k with dollar‑for‑dollar matching up to 6% of eligible earnings, along with