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Technical Solutions Architect
3 months ago
On behalf of our SaaS based client, we are in search of a Technical Solutions Architect to be part of their Customer Success team This role in onsite, in Vancouver BC.
Our client is a successful competitor in the Learning Management Space. As a Technical Solutions Architect, you will be architecting solutions post sales, to meet customer requirements, establishing and maintaining customer relationships, and advocating for customer needs internally to other teams including Product and Sales.
This role involves:
- Integrating SSO (OAuth/SAML) between our client's product and third-party identity management systems
- Configuring DNS
- Managing data transfers to SFTP
- Navigating, scripting, and updating database objects (requiring a decent level of SQL proficiency).
- Working with our clients REST API
- AWS knowledge is considered a plus.
Technical Solution Implementation:
- Understand clients; business needs, challenges, and goals to provide tailored technical solutions and support.
- Coordinate the implementation of technical solutions, ensuring alignment with client requirements and timelines.
- Support internal product development by understanding client needs.
- Assist the Customer Support team with system setup and provisioning on AWS, integrations (SSO or HRIS), and architectural approach.
- Solution Design: Create detailed architectures for technology solutions, including optimized LMS deployment, integrations into third-party systems such as HRIS, payment gateways, tax integrations, SSO, and content providers.
- Stakeholder Communication: Act as a bridge between technical teams, project managers, and business stakeholders, ensuring clear communication and understanding of project goals and progress.
- Technical Proficiency: Deep knowledge of software development, network architecture, and system integration.
Other Responsibilities:
Customer Relationship Management:
- Establish and maintain strong relationships with clients.
- Act as the point of contact for technical inquiries and escalations.
- Advocate for customers by aligning their needs with the broader business strategy.
- Serve as the voice of the customer within the organization, advocating for enhancements, features, and improvements based on client feedback and experiences.
- Foster a customer-centric team environment.
Customer Technical Issue Resolution:
- Manage customer service requests and support tickets via HubSpot, ensuring timely and satisfactory resolutions.
- Provide customers with accurate and relevant information about our products and services.
- Demonstrate product knowledge, proactive problem resolution, and collaboration/communication skills.
Qualifications:
- 5+ years of experience in either a Customer Success Support, Pre-Sales Engineering, or IT Support role in other SaaS based organizations
- Strong technical skills, including knowledge of SSO, DNS, and data transfer processes.
- Experiencing Architecting Enterprise SaaS Software and integration for SMB and Enterprise customers
- Experience in IT infrastructure, software development (working with Rest API’s), and systems architecture
- Computer Science Degree, Computer Information Technology or Computer Systems Technology Diploma or equivalent.
- Excellent communication, collaboration, and problem-solving abilities.
- Ability to manage multiple projects and priorities simultaneously.
- Proven ability to build and maintain strong customer relationships.
