Customer Architect

This job is for a technical support role at Reltio, a company that specializes in delivering a single source of truth for enterprise data. The role involves providing top-quality technical assistance to customers, serving as the technical expert on Reltio capabilities, and acting as a primary escalation point for customer/partner issues. The ideal candidate should have strong technical and communication skills, experience supporting enterprise products in a SaaS environment, and familiarity with public clouds and REST APIs. They should also be able to interface with engineering teams and contribute to the knowledge base.

• Provide top-quality technical assistance to customers, resulting in high customer satisfaction.
• Serve as the technical expert on Reltio capabilities for customers as they develop solutions on the Reltio platform.
• Act as a primary escalation point to own and address customer/partner issues.
• Provide technical guidance on solution architecture, design and implementation and adherence to Reltio Best Practices.
• Maintain close relationships with key partners, driving issue resolution and facilitating communication with internal Reltio stakeholders.
• Deliver highest quality customer/partner experience and engage in highly technical discussions.
• Lead partner meetings to review/prioritize open issues.
• Provide input on product and service-related enhancement requests back to Engineering, Product Management, Sales, and Marketing teams.
• Learn and keep up-to-date on the latest product features, functionality, dependencies, underlying architecture, and their operational impact.
• Share and develop best practices with team members to enhance the quality and efficiency of technical support and contribute to the knowledge base.

• 5+ years of experience supporting enterprise products in a SaaS and has strong technical and communication skills.
• 3+ years of experience with Public Clouds AWS/GCP/Azure and their services.
• 3+ years of experience with REST APIs and have solid experience in using Postman, Curl etc.
• 3+ years of experience with Analytical storages Snowflake, GoogleBigQuery etc.
• Experience in observability and monitoring tools such as logDNA, Splunk, CloudWatch etc.
• Experience interfacing directly with engineering teams to escalate and seek resolution on product issues as well as provide customer requirements for future product releases.
• Proven track record of managing/growing strong internal/external knowledge bases.

• Competitive salary range of $130,000 - $221,000
• Equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status
• Consideration of qualified applicants regardless of criminal histories
• Commitment to working with and providing reasonable accommodation to applicants with physical and mental disabilities