Solution Architect

Customer Success United States


Optimizely is focused on unlocking digital potential and we are the recognized category leader in Digital Experience Platform (DXP) and created the category for A/B Testing and experimentation software. We have incredible customers – isn’t that one of the most important aspects of looking for your next job? Optimizely has over 9,000 brands from global organizations such as Visa, Sky, Yamaha, Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit and Zillow.

Not only are we financially sound and growing but we have unicorn status: Exceeded $300M in revenue in 2020, is profitable already, and has all strategic options ahead of itself. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities.

We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, and Vietnam. We blend European and American business culture with emphasis on teamwork, inclusion, and moving fast. People make the difference!

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...

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


  • 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.