Solutions Architect (San Francisco, CA)
Deepgram · San Francisco, CA
About this role
## Solutions Architect (San Francisco, CA) ### Company Overview Deepgram is the leading platform underpinning the Voice AI economy, offering real-time APIs for **speech-to-text (STT)**, **text-to-speech (TTS)**, and building production-grade voice agents at scale. Trusted by **200,000+ developers** and **1,300+ organizations**, Deepgram powers voice experiences for companies including Twilio, Cloudflare, Sierra, Decagon, Vapi, Daily, Cresta, Granola, and Jack in the Box. ### Role Summary Deepgram is seeking a **support-focused Solutions Architect (Applied Engineer)** to join the **Applied Engineering (AppEng)** team. You’ll: - Engage directly with customers to solve complex technical challenges - Own complete **post-sales** customer engagements - Build scalable solutions that strengthen the support infrastructure - Occasionally assist with **pre-sales** and **implementation** work > **Location:** Must be based in **San Francisco**. Deepgram is **remote-first**, so you won’t be in the office every day. Includes **up to 50% travel**. ### What You’ll Do - **Own post-sales customer engagements** and provide direct technical guidance - **Lead technical resolution** of complex customer support issues (escalation point) - **Design and implement improvements** to support process and infrastructure - Build **automation** and **self-service tools** for common customer challenges - Analyze **support ticket patterns** to identify product improvements and prevention opportunities - Create **technical documentation, guides, and best practices** for customer self-service - Collaborate with **product and engineering** teams to advocate for customer needs - Partner with the broader **Applied Engineering** team to share knowledge and balance workload - Occasionally support **implementation** and **pre-sales** activities ### Time Allocation - **50%** Direct customer engagement & technical problem solving - **30%** Building automation & scalable support solutions - **10%** Documentation & self-service resources - **10%** Broader AppEng initiatives & pre-sales activities ### What You’ll Love - Direct customer interaction and solving complex technical challenges - Creating scalable solutions that improve customer experience - Improving systems/processes to increase efficiency - Identifying patterns and turning them into actionable improvements - Applying engineering principles to customer-facing problems - Viewing technical support as strategic for satisfaction and retention ### What We’re Looking For - **3+ years** experience in technical support, solutions engineering, or similar customer-facing technical roles - Strong software engineering background with professional development in at least one modern language (e.g., **Python, JavaScript/TypeScript, Rust, C/C++,** or similar) - Experience building **automation** and improving technical processes - Proven ability to troubleshoot complex issues in **production environments** - Excellent **written and verbal communication** skills ### Nice to Have - Experience with **speech recognition**, **NLP**, or related AI technologies - Knowledge of **AWS, GCP, Azure** and containerization (**Docker**, **Kubernetes**) - Experience with **API-first products** and developer tools - Background in **support automation** techniques and tools ### Security Note (Recruiting) Deepgram warns about impersonation. Legitimate recruiting communication comes from an **@deepgram.com** email address. If you receive a message
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