Lead Solutions Architect, Edwin AI

1 month ago

Base Salary

$137k - $189k/yr

Responsibilities

Lead complex or strategic Edwin implementations for enterprise and high-value customers.
Design advanced Edwin solutions involving Envision, ITSM workflows, third-party observability sources, FDE support, partners, and cross-functional delivery teams.
Own architecture for event ingestion, alert correlation, enrichment, investigation, incident creation, ticket routing, escalation, remediation, and value reporting.
Design advanced workflows across ServiceNow, Freshservice, ConnectWise, Jira Service Management, Zendesk, and similar enterprise service-management tools.
Design and validate integrations with Dynatrace, SolarWinds, ThousandEyes, Splunk, Datadog, New Relic, AppDynamics, and other monitoring, observability, APM, ITOM, or analytics platforms.
Support strategic pre-sales opportunities by validating technical feasibility, scope, implementation risks, customer use cases, and value outcomes.
Serve as a regional or domain Edwin subject-matter expert and advise PS, SE, Support, Customer Success, and partner teams.
Mentor Solutions Architects and create reusable templates, architecture patterns, workflow diagrams, troubleshooting guides, and implementation playbooks.
Provide structured implementation feedback and document product gaps, integration limitations, roadmap needs, and field risks for Product and Engineering.

6+ years of experience in Solutions Architecture, Professional Services, implementation consulting, enterprise SaaS delivery, technical architecture, or advanced customer engineering.
Strong working knowledge of service delivery, observability and monitoring handoffs, data flows, ITSM workflows, third-party observability sources, and customer operations ecosystems.
Deep working experience with ServiceNow, Freshservice, and ConnectWise.
Experience designing integrations across monitoring, observability, APM, ITOM, analytics, and workflow platforms.
Advanced ability to translate tasks, events, alerts, incidents, tickets, changes, escalations, and remediation steps into ITOps workflows.
Strong understanding of event correlation, alert-noise reduction, ticket enrichment, routing, escalation, incident lifecycle design, and operational handoffs.
Experience leading complex customer design sessions and mentoring technical peers.
Ability to work cross-functionally with Sales, SEs, PS, Product, Engineering, Support, Customer Success, and partners.
Strong written and verbal communication skills.

The role is open to candidates based in or near Austin, Texas, with a hybrid work arrangement.
Benefits include health, dental, and vision coverage, parental leave, an Employee Assistance Program, wellness programs, a 401(k) with company matching, a Lifestyle Spending Account, and unlimited vacation.
The company provides an inclusive workplace and reasonable accommodations during the application or interview process.

DatadogSplunk

1,001-5,000 employees