Solutions Architect (San Francisco, CA)

Deepgram • San Francisco, CA

1d • Hybrid

About The Position

Deepgram is seeking a talented, support-focused Solutions Architect (Applied Engineer) to join our Applied Engineering (AppEng) team. In this role, you will directly engage with customers to solve complex technical challenges while simultaneously building scalable solutions that enhance our support infrastructure. You'll own complete customer engagements in a post-sales capacity, and occasionally assist with pre-sales and implementation projects as needed. Your strong engineering background will enable you to resolve sophisticated technical issues, create repeatable solutions, and develop automation that allows the broader AppEng team to focus on high-impact pre-sales activities. This position offers an excellent path to grow into broader implementation and pre-sales roles while making an immediate impact on our customer support experience. As a key member of the Applied Engineering team, you'll influence our customer support strategy, and play a crucial role in ensuring our customers receive exceptional technical assistance throughout their journey with Deepgram.

The Applied Engineering (AppEng) team at Deepgram combines the functions that other companies might separate into Solutions Engineering, Sales Engineering, Implementation, and Technical Support. We serve as the technical interface between Deepgram and our customers throughout their entire journey, from initial discovery and proof-of-concept, through implementation and onboarding, to ongoing technical support. We work closely with our Customer Success and Developer Experience (DX) teams to ensure a positive, growth-focused experience for our customers. This unified approach allows us to provide comprehensive technical guidance and build deeper relationships with our customers. As a support-focused Applied Engineer, you'll be primarily concerned with elevating our technical support capabilities while having opportunities to contribute to the broader Applied Engineering mission in pre-sales, implementation, and more.

Requirements

• 3+ years of experience in technical support, solutions engineering, or similar customer-facing technical roles
• Strong software engineering background with professional development experience in at least one modern programming language, such as Python, JavaScript/TypeScript, Rust, C/C++, or similar languages
• Experience developing automation solutions and improving technical processes
• Proven ability to troubleshoot complex technical issues in production environments
• Excellent written and verbal communication skills with the ability to explain technical concepts clearly

Nice To Haves

• Experience with speech recognition, NLP, or related AI technologies
• Knowledge of cloud platforms (AWS, GCP, Azure) and containerization technologies like Docker and Kubernetes (K8s)
• Experience with API-first products and developer tools
• Background in support automation techniques and tools

Responsibilities

• Own complete post-sales customer engagements, providing direct technical guidance and solutions
• Lead the technical resolution of complex customer support issues, serving as an escalation point for challenging technical problems
• Design and implement systematic improvements to our support process and infrastructure
• Create automated solutions and self-service tools that address common customer challenges
• Analyze support ticket patterns to identify product improvement opportunities and preventative measures
• Develop technical documentation, guides, and best practices that enable customers to self-solve issues
• Collaborate with product and engineering teams to advocate for customer needs and influence roadmap priorities
• Partner with the broader Applied Engineering team to share knowledge and balance support workload
• Occasionally assist with implementation projects and pre-sales activities as needed

Benefits

• Medical, dental, vision benefits
• Annual wellness stipend
• Mental health support
• Life, STD, LTD Income Insurance Plans
• Unlimited PTO
• Generous paid parental leave
• Flexible schedule
• 12 Paid US company holidays
• Quarterly personal productivity stipend
• One-time stipend for home office upgrades
• 401(k) plan with company match
• Tax Savings Programs
• Learning / Education stipend
• Participation in talks and conferences
• Employee Resource Groups
• AI enablement workshops / sessions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed