Solutions Architect (San Francisco, CA)

📋 Description

• • Deepgram is at the forefront of the burgeoning trillion-dollar Voice AI economy, empowering developers and organizations worldwide with cutting-edge real-time APIs for speech-to-text (STT), text-to-speech (TTS), and the creation of production-grade voice agents at scale.
• • As a leading platform, Deepgram is the engine behind numerous voice offerings, trusted by over 1,300 organizations and more than 200,000 developers, including prominent names like Twilio, Cloudflare, Sierra, Decagon, Vapi, Daily, Cresta, Granola, and Jack in the Box.
• • Our foundation models are engineered for unparalleled accuracy, minimal latency, and exceptional cost efficiency, accessible through flexible cloud APIs or as self-hosted and on-premises software solutions.
• • With a robust track record, Deepgram has processed over 50,000 years of audio and transcribed more than 1 trillion words, solidifying our position as the global authority in voice technology.
• • We operate with an AI-first mindset, where the active use, experimentation, and integration of advanced AI tools are not just encouraged but are fundamental to our operational rhythm, innovation cycles, and performance metrics.
• • Every Deepgram team member is expected to leverage and explore AI capabilities, embedding them into daily workflows and continuously pushing the boundaries of what these technologies can achieve.
• • Success at Deepgram is intrinsically linked to the consistent and creative application of the latest AI advancements, requiring candidates to be adept at rapidly adopting new models and modes.
• • The pace of AI dictates our operating rhythm; change is constant, and daily work is dynamic, making this role ideal for individuals energized by experimentation, adaptation, agile thinking, and continuous learning, rather than a prescriptive, traditional work structure.
• • Deepgram is seeking a highly skilled and support-oriented Solutions Architect, also referred to as an Applied Engineer, to join our dynamic Applied Engineering (AppEng) team.
• • In this pivotal role, you will be instrumental in directly engaging with our diverse customer base to tackle and resolve intricate technical challenges.
• • Simultaneously, you will be responsible for architecting and implementing scalable solutions that significantly enhance our existing support infrastructure and operational efficiency.
• • You will assume ownership of complete post-sales customer engagements, providing expert technical guidance and delivering robust solutions that meet and exceed customer expectations.
• • While the primary focus is post-sales, you will also have opportunities to contribute to pre-sales activities and implementation projects as the need arises, offering a well-rounded experience.
• • Your strong engineering acumen will be critical in diagnosing and resolving sophisticated technical issues, developing repeatable and standardized solutions, and creating automation that liberates the broader AppEng team to concentrate on high-impact pre-sales endeavors.
• • This position presents an exceptional career trajectory, offering a clear path for growth into more expansive implementation and pre-sales roles, while simultaneously enabling you to make an immediate and tangible impact on our customer support experience.
• • As an integral member of the Applied Engineering team, you will actively shape our customer support strategy, playing a crucial role in ensuring our customers receive unparalleled technical assistance throughout their entire lifecycle with Deepgram.
• • The Applied Engineering (AppEng) team at Deepgram uniquely integrates functions often separated into Solutions Engineering, Sales Engineering, Implementation, and Technical Support, providing a holistic approach.
• • We serve as the primary technical conduit between Deepgram and our customers, guiding them from initial discovery and proof-of-concept stages through implementation, onboarding, and ongoing technical support.
• • Close collaboration with our Customer Success and Developer Experience (DX) teams is essential to foster a positive, growth-oriented customer journey.
• • This unified model empowers us to deliver comprehensive technical guidance and cultivate deeper, more meaningful relationships with our clientele.
• • As a support-focused Applied Engineer, your main objective will be to elevate our technical support capabilities, with ample opportunities to contribute to the wider AppEng mission across pre-sales, implementation, and other strategic areas.
• • Your responsibilities will include owning post-sales customer engagements, leading technical issue resolution, designing process improvements, creating automation, analyzing support data, developing documentation, and collaborating with product and engineering teams.
• • You will be allocated approximately 50% of your time to direct customer engagement and technical problem-solving, 30% to building automation and scalable support solutions, 10% to developing documentation and self-service resources, and 10% to contributing to broader AppEng initiatives and pre-sales activities.
• • This role is ideal for individuals who thrive on direct customer interaction, excel at solving complex technical puzzles, are passionate about building scalable solutions, find satisfaction in process optimization, possess a talent for pattern recognition, and are energized by applying engineering principles to customer-facing challenges, viewing technical support as a strategic driver of satisfaction and retention.