Customer Solutions Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the designated technical liaison for a portfolio of Argos99 clients from the moment of contract signing through to renewal.

• Facilitate technical onboarding, which includes the kickoff, development of an onboarding plan, ensuring connectivity and access, and obtaining sign-off based on agreed success criteria.

• Set up and validate data sources spanning identity, endpoint, infrastructure, network, and backup systems.

• Ensure data quality within the Argos99 knowledge graph.

• Develop solutions to meet customer requirements that are not currently addressed by the platform, including new collectors and integrations like ServiceNow CMDB.

• Craft clear specifications for engineering teams.

• Coordinate testing on the customer side and validate the solutions delivered prior to going live.

• Conduct regular technical reviews assessing coverage, data integrity, and outstanding issues.

• Manage customer issues and directly resolve configuration-related challenges.

• Provide engineering with comprehensive diagnostics for product defects.

• Assist Fenix24's services and incident response teams with Argos99 data and environmental context during assigned customer incidents.

• Convey customer feedback, recurring requirements, and onboarding challenges to product and engineering teams.

• Undertake additional responsibilities as necessary.

⛳️ Requirements

• A bachelor's degree in a technical discipline or equivalent practical experience.

• At least 5 years of experience in a customer-facing technical position, such as technical account manager, solutions architect, implementation engineer, or senior systems or security engineer.

• Proven experience in leading customer implementations or onboarding projects, encompassing planning, timelines, dependencies, and stakeholder alignment until completion.

• Strong working knowledge of enterprise infrastructure, including Active Directory and Entra ID, Azure and AWS, virtualization, networking, and backup platforms.

• Familiarity with APIs, data flows, and authentication models, including OAuth, service accounts, and least privilege principles.

• Proficient in scripting with Python or PowerShell for troubleshooting and configuration tasks.

• Preferred: experience in security operations, incident response, or disaster recovery.

• Preferred: familiarity with asset inventory, CMDB, or CAASM tools, particularly ServiceNow.

• Exceptional analytical, organizational, and problem-solving abilities.

• Proven strong written and verbal communication skills, relationship-building capabilities, and leadership qualities.

• Ability to build relationships at all levels of the organization while embodying Fenix24's Culture and Values.

🏝️ Benefits

• Opportunity for remote work.

• Occasional after-hours availability is expected for handling customer incidents.