Solutions Architect (EST or PST)

Job description

COMPANY OVERVIEW Deepgram is the leading platform underpinning the emerging trillion-dollar Voice AI economy, providing real-time APIs for speech-to-text (STT), text-to-speech (TTS), and building production-grade voice agents at scale. More than 200,000 developers and 1,300+ organizations build voice offerings that are ‘Powered by Deepgram’, including Twilio, Cloudflare, Sierra, Decagon, Vapi, Daily, Cresta, Granola, and Jack in the Box. Deepgram’s voice-native foundation models are accessed through cloud APIs or as self-hosted and on-premises software, with unmatched accuracy, low latency, and cost efficiency. Backed by a recent Series C led by leading global investors and strategic partners, Deepgram has processed over 50,000 years of audio and transcribed more than 1 trillion words. There is no organization in the world that understands voice better than Deepgram. COMPANY OPERATING RHYTHM At Deepgram, we expect an AI-first mindset—AI use and comfort aren’t optional, they’re core to how we operate, innovate, and measure performance. Every team member who works at Deepgram is expected to actively use and experiment with advanced AI tools, and even build your own into your everyday work. We measure how effectively AI is applied to deliver results, and consistent, creative use of the latest AI capabilities is key to success here. Candidates should be comfortable adopting new models and modes quickly, integrating AI into their workflows, and continuously pushing the boundaries of what these technologies can do. Additionally, we move at the pace of AI. Change is rapid, and you can expect your day-to-day work to evolve just as quickly. This may not be the right role if you’re not excited to experiment, adapt, think on your feet, and learn constantly, or if you’re seeking something highly prescriptive with a traditional 9-to-5. NOTE: THIS INDIVIDUAL MUST BE BASED WITHIN EITHER EASTERN OR PACIFIC TIME IN THE US. Opportunity Deepgram is seeking a talented, support-focused Solutions Architect (Applied Engineer) to join our Applied Engineering (AppEng) team. In this role, you will directly engage with customers to solve complex technical challenges while simultaneously building scalable solutions that enhance our support infrastructure. You'll own complete customer engagements in a post-sales capacity, and occasionally assist with pre-sales and implementation projects as needed. Your strong engineering background will enable you to resolve sophisticated technical issues, create repeatable solutions, and develop automation that allows the broader AppEng team to focus on high-impact pre-sales activities. This position offers an excellent path to grow into broader implementation and pre-sales roles while making an immediate impact on our customer support experience. As a key member of the Applied Engineering team, you'll influence our customer support strategy, and play a crucial role in ensuring our customers receive exceptional technical assistance throughout their journey with Deepgram. About Applied Engineering at Deepgram The Applied Engineering (AppEng) team at Deepgram combines the functions that other companies might separate into Solutions Engineering, Sales Engineering, Implementation, and Technical Support. We serve as the technical interface between Deepgram and our customers throughout their entire journey, from initial discovery and proof-of-concept, through implementation and onboarding, to ongoing technical support. We work closely with our Customer Success and Developer Experience (DX) teams to ensure a positive, growth-focused experience for our customers. This unified approach allows us to provide comprehensive technical guidance and build deeper relationships with our customers. As a support-focused Applied Engineer, you'll be primarily concerned with elevating our technical support capabilities while having opportunities to contribute to the broader Applied Engineering mission in pre-sales, implementation, and more. What You'll Do - Own complete post-sales customer engagements, providing direct technical guidance and solutions - Lead the technical resolution of complex customer support issues, serving as an escalation point for challenging technical problems - Design and implement systematic improvements to our support process and infrastructure - Create automated solutions and self-service tools that address common customer challenges - Analyze support ticket patterns to identify product improvement opportunities and preventative measures - Develop technical documentation, guides, and best practices that enable customers to self-solve issues - Collaborate with product and engineering teams to advocate for customer needs and influence roadmap priorities - Partner with the broader Applied Engineering team to share knowledge and balance support workload - Occasionally assist with implementation projects and pre-sales activities as needed Time Allocation - 50% - Direct customer engagement and technical problem solving - 30% - Building automation and scalable support solutions - 10% - Developing documentation and self-service resources - 10% - Contributing to broader Applied Engineering initiatives and pre-sales activities You'll Love This Role If You - Enjoy direct customer interaction and solving complex technical challenges - Are passionate about creating scalable solutions that enhance customer experiences - Find satisfaction in improving systems and processes to increase efficiency - Have a talent for identifying patterns and translating them into actionable improvements - Are energized by opportunities to apply engineering principles to customer-facing challenges - See technical support as a strategic function that drives customer satisfaction and retention It's Important To Us That You Have - 3+ years of experience in technical support, solutions engineering, or similar customer-facing technical roles - Strong software engineering background with professional development experience in at least one modern programming language, such as Python, JavaScript/TypeScript, Rust, C/C++, or similar languages - Experience developing automation solutions and improving technical processes - Proven ability to troubleshoot complex technical issues in production environments - Excellent written and verbal communication skills with the ability to explain technical concepts clearly It Would Be Great if You Had - Experience with speech recognition, NLP, or related AI technologies - Knowledge of cloud platforms (AWS, GCP, Azure) and containerization technologies like Docker and Kubernetes (K8s) - Experience with API-first products and developer tools - Background in support automation techniques and tools Notice: We're aware of individuals impersonating Deepgram recruiters. All legitimate Deepgram recruiting communication comes from an @deepgram.com http://deepgram.com email address. If you've received a message claiming to be Deepgram, please forward it to careers@deepgram.com.