Senior Solution Architect - FT - Asia

About the Company

We are a real-time experience platform built for scale. Our technology enables developers to integrate real-time functionality into their applications without the need for complex infrastructure. With a simple API that handles all real-time communication, we allow developers to focus on building great products while we manage the rest. Our platform powers real-time messaging and data synchronization for millions of users worldwide, serving industries like finance, gaming, and beyond.

About the Role

As a Solutions Architect for the APAC region, you will be the technical point of contact for customers throughout their entire lifecycle, from pre-sales to post-sales support. You’ll work closely with customers to integrate, scale, and optimize the platform’s real-time communication capabilities into their applications. You’ll be involved in everything from technical discovery to Proof of Concepts (PoCs) and resolving complex customer queries, ensuring a seamless customer experience.

This role requires a collaborative approach, working alongside teams such as Sales, Customer Success, and Engineering to deliver custom solutions and technical guidance. You’ll also be responsible for managing critical customer support during out-of-office hours for engineers in the UK, using PagerDuty to escalate urgent issues when necessary.

Key Responsibilities

• Collaborate with Sales and Customer Success: Partner with Account Executives and Customer Success Managers to understand customer needs and provide expert technical guidance during sales and technical discussions.
• Lead Product Demonstrations & Proof of Concepts (PoCs): Deliver tailored product demos and PoCs to demonstrate the platform’s value and technical capabilities.
• Provide Technical Expertise: Offer insights on usage, volume projections, and architectural recommendations to ensure successful customer implementations.
• Respond to RFPs and RFIs: Contribute to technical input for RFP/RFI responses, helping craft compelling proposals.
• Technical Onboarding: Assist new customers in integrating the platform, providing hands-on support and ensuring a smooth implementation process.
• Architectural Reviews: Review and provide feedback on customer architectural designs and rollout plans, advising on best practices for performance and scalability.
• Troubleshoot Complex Issues: Collaborate with customer development teams to diagnose and resolve technical problems, working with internal engineering teams for complex issues.
• Manage Escalations: Handle escalations for urgent technical issues, especially outside of UK office hours, utilizing PagerDuty for escalation to the engineering team.
• Develop Documentation: Create internal and external documentation outlining best practices to facilitate collaboration between Sales, Customer Success, and Engineering.
• Foster Strong Customer Relationships: Build and maintain strong relationships with customers by providing world-class technical support and ensuring they maximize the platform’s value.
• Product Advocacy: Relay customer insights and feedback to Product Management and Engineering to support continuous product improvement.

Required Skills

• Language Proficiency: Fluent in both English and Mandarin, with excellent verbal and written communication skills.
• Technical Expertise: Strong background in real-time protocols such as WebSockets, MQTT, and Server-Sent Events, as well as cloud infrastructure, serverless, and distributed systems.
• Customer Support: Extensive experience providing technical support to enterprise customers, troubleshooting complex issues, and collaborating with engineering teams to deliver solutions.
• Pre-Sales & Post-Sales Experience: Experience in both pre-sales and post-sales technical roles, ideally in a SaaS or cloud platform environment.
• Programming Skills: Hands-on experience with messaging systems like Kafka, APIs, and coding languages such as JavaScript, Objective-C, Java/Kotlin, C#, Go, Ruby, or Python.
• Problem Solving & Prioritization: Strong ability to manage and prioritize customer issues based on impact and urgency, providing timely and effective resolutions.
• Self-Starter: A proactive learner and self-starter, comfortable tackling challenging technical problems in a fast-paced environment.

Nice to Have Skills

• Experience with Distributed Systems: Knowledge of event-driven architectures and large-scale distributed systems.
• Industry Experience: Previous experience working with real-time communication platforms or SaaS solutions in a similar domain.

Additional Information