Customer Solutions Architect

Team: IT

Location: US

Commitment: Full-time

Workplace Type: remote

Accountabilities

As a Customer Solutions Architect, you will serve as the technical advocate for customers while partnering with internal teams to deliver effective solutions, improve platform adoption, and support business growth.

• Build strong relationships with customers by understanding their operational processes, technical requirements, and long-term business objectives.
• Act as the primary technical liaison between customers and internal Product, Engineering, and Support teams.
• Capture, structure, and prioritize customer feedback, feature requests, and technical challenges to influence product improvements.
• Represent customer needs in product planning, roadmap discussions, and solution design conversations.
• Design and refine platform configurations that align with customer workflows, compliance requirements, and operational goals.
• Deliver customer enablement programs, including onboarding sessions, role-based training, technical workshops, and product release education.
• Create reusable technical documentation, best-practice guides, and customer-facing solution materials.
• Support Customer Success Managers with account health assessments, renewal opportunities, and expansion initiatives requiring technical expertise.
• Partner with Sales and solution teams to provide technical guidance for customer expansions and complex use cases.
• Lead technical investigations, reproduce issues, identify root causes, and coordinate resolution with internal engineering teams.
• Manage technical escalations from discovery through resolution while maintaining clear communication with customers.
• Help define processes, playbooks, and operational frameworks for a growing customer solutions function.

Requirements:

The ideal candidate is a customer-oriented technical professional with experience designing solutions, managing complex technical challenges, and communicating effectively with both engineering teams and executive stakeholders.

• 6–10 years of experience in a customer-facing technical role such as Solutions Architect, Solutions Engineer, Technical Account Manager, Implementation Engineer, or Technical Support Engineer.
• Proven experience managing technical escalations and coordinating solutions across Support, Product, and Engineering teams.
• Strong ability to understand customer needs, provide technical guidance, and build trust with stakeholders at multiple levels.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to engineers and business impact to executives.
• Experience delivering customer training, enablement programs, or technical workshops for audiences with different levels of expertise.
• Strong problem-solving skills with the ability to investigate issues, analyze root causes, and develop practical solutions.
• Highly organized, self-directed, and comfortable working in an evolving environment with changing priorities.
• Bachelor’s degree in a technical or business-related field, or equivalent professional experience.
• Experience with customs brokerage, freight forwarding, trade compliance, or logistics technology is preferred.
• Familiarity with AI/ML-enabled products and customer expectations around model-driven solutions is a plus.
• Experience building new processes, functions, or operational frameworks from the ground up is preferred.

Benefits:

• Competitive salary range of $125,000–$150,000 annually.
• Variable compensation opportunities tied to customer retention and expansion objectives.
• Equity participation opportunities.
• Remote-first work environment with flexibility.
• Health, dental, and vision insurance coverage.
• Professional development support, including trade compliance and SaaS customer success certifications.
• Opportunity to work at the intersection of AI, automation, logistics, and global trade technology.
• High-impact role helping customers navigate complex regulatory and operational challenges.