Solution Architect

Customer Success United States


Description

Optimizely is the world’s leader in experience optimization and is consistently ranked as a market leader in digital experience creation, supporting the digital journeys of 9,000+ global brands. Our mission is simple; we empower people to unlock their digital potential by giving them the tools and the confidence they need to operate freely so that they can create and optimize digital experiences that result in outsized outcomes for businesses and people.

With Optimizely, no matter your goals, no matter your industry, no matter your experience, there’s no limit to what you can do. We equip teams with the tools and insights they need to experiment in new and novel ways. Companies can operate with data-driven confidence to create hyper-personalized experiences. Building sophisticated solutions has never been simpler.

The scale of our product has created tremendous potential for growth with Optimizely – growth of teams, growth of influence, and growth of personal careers. If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started...

Overview

Solution Architects are key members of the Customer Success team and work with customers in both our onboarding and ongoing phases of work.  Solution Architects are experts on Zaius and guide customers through custom integrations and provide ongoing advisory serving as Technical Account Managers for customers who continue to expand platform functionality through the integration of additional data sources.  Solution Architects partner with multiple constituents internally -- Product, Customer Success, and Engineering--, acting as an escalation and advisor for Tier 2 Support Engineers.

What you’ll do

  • Guide customers and internal resources on integrations with the Zaius platform
  • Serve as SME on Zaius platform and all technical capabilities.
  • Design, lead, and partner with 3rd parties as needed in order to define, manage, and document custom integration projects with the Zaius platform
  • Hands-on knowledge and the ability to guide aspects of custom integrations leveraging Node.js and core AWS services (S3, Lambda, API Gateway, EC2) with both internal and external stakeholders
  • Troubleshoot integrations to identify areas of improvement or squash bugs on the client’s end
  • Serve as a point of escalation (Tier 3) for Zaius Support for our platform-native integrations (with Shopify, Magento, etc.) to troubleshoot and triage issues
  • Address Tier-3 support issues when escalated by Support
  • Liaise with Engineering and Product teams to
    • Relay product feedback and improvements to the platform from both the Customer Success team and our clients
    • Coordinate responses to customer escalations
    • Identify trends that could improve the Zaius experience for all customers
  • Recommend process improvements to CS Leadership, including:
    • Standardizing customer communications regarding data transfer and onboarding
    • Sharing knowledge on our templating language
    • Empowering the team as much as possible to confidently assess technical questions
  • Assist Sales in giving prospects confidence in the flexibility of the Zaius platform
  • Serve as day-to-day resource to foster ongoing success with our most technically-complicated--and tech-savvy--clients
  • Provide support related to:
    • Troubleshooting development/ integration issues in active customer engagements
    • Proactively identify opportunities to improve and expand their use of Zaius
    • Helping clients push the limit of the platform, growing your own understanding of how Zaius can support their unique operations
  • Provide onsite trainings and meetings as necessary to help remain a key partner in a client’s ecommerce ecosystem

Qualifications:

  • 5+ years professional experience
  • Background and/or degree in Computer Science
  • Working and technical knowledge of Marketing Platforms
  • Strong written and oral communications skills and comfortable interacting with stakeholders at various levels of customer organization from hands on users and developers to senior executives
  • Ability to create and present content
  • Strong technical skills including Javascript and JSON. Experience with frameworks such as Node.js, Angular.js and Backbone; technical integrations using Google Tag Manager, Webhooks and APIs.
  • Familiarity with key AWS services
  • Ability to define and document technical architecture, including the ability to identify and communicate risks and define alternatives

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.