Technical Solutions Architect

4 weeks ago

Vancouver, British Columbia, Canada Acorn LMS Full time
Technical Architect

We are seeking a skilled Technical Architect to drive the integration of SSO (OAuth/SAML) between Acorn PLMS and third-party identity management systems. This role involves configuring DNS, managing data transfers to SFTP, and navigating, scripting, and updating database objects. Additionally, you will work with Acorn's REST API. AWS knowledge is considered a plus.

The Technical Architect will be responsible for architecting Acorn PLMS solutions to meet customer requirements. You will also be responsible for establishing and maintaining customer relationships, advocating for their needs, and ensuring successful product and service implementations. Handling customer service requests and support tickets via HubSpot, troubleshooting technical issues, and providing comprehensive information about our offerings are also key responsibilities.

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.
  • Support and frontline Customer Support team with System Setup and provisioning on AWS, Integrations (SSO or HRIS), and Architectural approach.

Customer Relationship Management

  • Establish and maintain strong relationships with clients.
  • Act as the main 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 Support and Technical Issue Resolution

  • Manage customer service requests and support tickets via HubSpot, ensuring timely and satisfactory resolutions.
  • Troubleshoot and resolve customer issues using technical knowledge and problem-solving skills.
  • Provide customers with accurate and relevant information about our products and services.
  • Demonstrate product knowledge, proactive problem resolution, and collaboration/communication skills.

Technical Requirements

  • Managing and maintaining IT user access and identity management: This involves managing aspects of IT user access and identity management, including configuring and deploying customer SAML SSO requirements in Acorn, including IDPs such as Azure AD, Google, and Okta.
  • Managing and maintaining IT DNS: This involves managing and maintaining DNS record configurations related to Acorn, generating DNS records in relation to Acorn site configuration.
  • Managing and maintaining Data Transfer Processes: Configuring and maintaining SFTP file transfer processes, API integrations (Postman), and Power Automate processes for data transfer.

Qualifications

  • Experience in customer success, technical support, or a related field.
  • Strong technical skills, including knowledge of SSO, DNS, and data transfer processes.
  • 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.

We are looking for a dedicated and skilled Technical Architect to join our team at Acorn LMS. If you have the technical expertise and passion for customer success, we encourage you to apply for this exciting opportunity.

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