Responsibilities Architectural Ownership: Manage all technical touchpoints for strategic customers, driving deep-tech onboarding, advanced enablement, architectural workshops, and complex issue resolution. Value Optimization: Analyze customer data pipelines and infrastructures to develop and execute technical strategies that maximize observability value and ROI. Technical Stakeholder Management: Build deep technical peer relationships with DevOps, SRE, and Engineering leaders, diagnosing complex infrastructure challenges and designing production-ready solutions. POCs & Technical Expansion: Execute rigorous Proofs of Concepts (POCs) and architect complex expansions. Identify technical opportunities for upselling or cross-selling advanced agentic AI and observability modules to drive incremental revenue growth. Advanced Deployment: Ensure a frictionless, deeply integrated onboarding process for enterprise customers, managing complex log/metric/trace routing and agentic AI deployments. Adoption Analytics: Monitor deep-tech adoption patterns and infrastructure usage, proactively debugging systemic bottlenecks, scaling friction, or implementation barriers. What Your Day-to-Day Will Look Like Manage customer technology interactions: tech value proposition, POCs, onboarding, integration, enablement, implementation assistance, and AI use case adoption. Automating Integration Workflows: Design and implement automated, scalable onboarding pipelines and configuration workflows to guide enterprise environments through seamless setup. Proactive Architecture Reviews: Conduct deep-dive engineering check-ins around critical milestones (e.g., post-onboarding, scaling peaks, or architecture reviews) to ensure optimal system performance. Telemetry & Infrastructure Audits: Analyze customer data volume, telemetry pipeline health, and behavioral patterns to catch underperforming configurations or indexing issues before they impact the customer. Feedback Integration: Gather technical feedback, feature gaps, and product limitations from engineering stakeholders to advocate for and collaborate with internal product and R&D teams. Technical Upsell Engineering: Analyze data ingestion and infrastructure usage to engineer custom product/feature recommendations tailored to the customer's specific technical scale with a focus on agentic workflows. Requirements Experience: 3+ years of experience as a solution engineer, technical account manager (TAM), or DevOps/SRE engineer with strong customer-facing capabilities. Domain Expertise: Vast hands-on technical domain experience in SaaS infrastructure, cloud architectures (AWS/Azure/GCP), observability solutions (log management, APM, tracing, and OpenTelemetry), and Agentic Solutions Technical Communication: Elite customer-facing engineering skills—expert at training engineering teams, whiteboarding complex cloud topologies, resolving technical roadblocks, and translating deep-tech architectures into clear business value. Language Skills: Exceptional written and verbal professional communication skills in English. Mindset: Driven, self-starter technical professional with a passion for problem-solving and a desire to constantly push boundaries in AI and observability tech. Education: BA/BSc degree in computer science, software engineering, or equivalent deep technical experience.
