Solutions Architect

at  Tonic AI

As Tonic’s customer base grows, we’ve reached a point where we need a United Kingdom based Solutions Architect to support our EMEA customers and opportunities. This role is a hybrid between Sales Engineer and Technical Implementation, participating in complex technical conversations with prospects and working directly with Engineers and DevOps teams at new customers for their first few months using Tonic. Solutions Architects work with customers of all types and sizes, across a multitude of locations and using a variety of different technologies.
We’re looking for someone who loves to solve complex customer problems and then immediately turns around and builds a system so that this problem solves itself next time. Moreover, this person gets to the root of why and how each customer is using Tonic so that they can maximize the value every customer is getting out of our product. The ideal Solutions Architect will be proactive, coming up with creative solutions if customers aren’t getting what they need, and pressing customers when they’re not doing what they need to succeed.

• Collaborates closely with the sales team to provide technical leadership during pre-sales conversations with developers, DevOps, and data scientists
• Supports prospective customer understanding, evaluation, and adoption of Tonic by presenting and articulating advanced product features and benefits, and handling technical objections.
• Owns customer onboarding, initial training, and serves as the first line of technical troubleshooting, communicating insights back to internal product and engineering teams.
• Outlines success criteria for pilots and drives hard to accomplish these.
• Creates and updates technical documentation and training resources.
• Works closely with the product team to provide direction on new features and bugs that are important to prospective and current customers.
• Support existing customers with high-complexity issues, expansions.
• Identifies early opportunities for expansion in collaboration with the sales team.
• Builds infrastructure and operations in order to increase the ratio of Customers to Solution Architects.