Solutions Architect (San Francisco, CA)

NOTE: THIS INDIVIDUAL MUST BE BASED WITHIN EITHER EASTERN OR PACIFIC TIME IN THE US.

Opportunity 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

About Applied Engineering at 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.

- 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

- 50% - Direct customer engagement and technical problem solving

- 10% - Contributing to broader Applied Engineering initiatives and pre-sales activities

- Enjoy direct customer interaction and solving complex technical challenges

- Are passionate about creating scalable solutions that enhance customer experiences

- Find satisfaction in improving systems and processes to increase efficiency

- Have a talent for identifying patterns and translating them into actionable improvements

- Are energized by opportunities to apply engineering principles to customer-facing challenges

- See technical support as a strategic function that drives customer satisfaction and retention

- 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

- Experience with speech recognition, NLP, or related AI technologies

- Knowledge of cloud platforms (AWS, GCP, Azure) and containerization technologies like Docker and Kubernetes (K8s)