Solutions Architect (Applied Engineer)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.This role is based in San Francisco, where many of our customers and partners are located.
Being close to them helps us move quickly and stay connected to their needs. While the role is anchored in our San Francisco office, Deepgram continues to be remote-first and we don't expect you to be in the office every day. We believe a mix of in-person and remote work allows us to share context and build productively.This role also includes up to 50% travel to meet with customers, support sales engagements, and participate in key onsite interactions.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. 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.What You'll DoOwn complete post-sales customer engagements, providing direct technical guidance and solutionsLead the technical resolution of complex customer support issues, serving as an escalation point for challenging technical problemsDesign and implement systematic improvements to our support process and infrastructureCreate automated solutions and self-service tools that address common customer challengesAnalyze support ticket patterns to identify product improvement opportunities and preventative measuresDevelop technical documentation, guides, and best practices that enable customers to self-solve issuesCollaborate with product and engineering teams to advocate for customer needs and influence roadmap prioritiesPartner with the broader Applied Engineering team to share knowledge and balance support workloadOccasionally assist with implementation projects and pre-sales activities as neededTime Allocation50% - Direct customer engagement and technical problem solving30% - Building automation and scalable support solutions10% - Developing documentation and self-service resources10% - Contributing to broader Applied Engineering initiatives and pre-sales activitiesYou'll Love This Role If YouEnjoy direct customer interaction and solving complex technical challengesAre passionate about creating scalable solutions that enhance customer experiencesFind satisfaction in improving systems and processes to increase efficiencyHave a talent for identifying patterns and translating them into actionable improvementsAre energized by opportunities to apply engineering principles to customer-facing challengesSee technical support as a strategic function that drives customer satisfaction and retentionIt's Important To Us That You Have3+ years of experience in technical support, solutions engineering, or similar customer-facing technical rolesStrong software engineering background with professional development experience in at least one modern programming language, such as Python, JavaScript/TypeScript, Rust, C/C++, or similar languagesExperience developing automation solutions and improving technical processesProven ability to troubleshoot complex technical issues in production environmentsExcellent written and verbal communication skills with the ability to explain technical concepts clearlyIt Would Be Great if You HadExperience with speech recognition, NLP, or related AI technologiesKnowledge of cloud platforms (AWS, GCP, Azure) and containerization technologies like Docker and Kubernetes (K8s)Experience with API-first products and developer toolsBackground in support automation techniques and tools