Solutions Architect (San Francisco, CA)

Location

• 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. What You'll Do
• 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
• Time Allocation
• 50% - Direct customer engagement and technical problem solving
• 30% - Building automation and scalable support solutions
• 10% - Developing documentation and self-service resources
• 10% - Contributing to broader Applied Engineering initiatives and pre-sales activities
• You'll Love This Role If You
• 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
• It's Important To Us That You Have
• 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
• It Would Be Great if You Had
• Experience with speech recognition, NLP, or related AI technologies
• Knowledge of cloud platforms (AWS, GCP, Azure) and containerization technologies like Docker and Kubernetes (K8s)
• Experience with API-first products and developer tools
• Background in support automation techniques and tools
• Notice: We're aware of individuals impersonating Deepgram recruiters. All legitimate Deepgram recruiting communication comes from an @ deepgram.com email address. If you've received a message claiming to be Deepgram, please forward it to careers@deepgram.com.