Associate Solutions Architect

Stellenbeschreibung:

Serve as a customer-facing technical expert for Drata’s commercial customer segment
Drive retention and technical health across a commercial customer portfolio through signal-based engagement and targeted technical guidance
Increase customer self-sufficiency and platform adoption by resolving friction points and directing customers to digital resources
Own a book of business and monitor account technical health and platform adoption
Identify health score drops, usage threshold alerts, and renewal risk flags and proactively engage at-risk customers
Provide limited-scope technical support for bounded integration or solutioning questions
Partner with Customer Success Managers on customer priorities, renewals, and expansion opportunities
Contribute to and maintain Drata Academy technical modules, how-to guides, help articles, and walkthrough videos
Design, develop, and deliver technical workshops and webinars
Identify self-service content gaps using support trends, escalations, and customer feedback
Partner with Product and Customer Education teams to keep digital content accurate and current
Develop working knowledge of APIs, desktop applications, logging, database architecture, scripting, and documentation
Build familiarity with identity/SSO, cloud infrastructure, CI/CD pipelines, MDMs, EDRs, and HRIS providers
Help customers adopt Drata’s AI-powered features
Stage, reproduce, and document platform behavior and customer issues
Participate in UAT sessions with Product Management
Communicate commercial-segment trends to inform product advocacy and SA prioritization
Support cross-functional technical documentation and enablement sessions
Escalate complex or out-of-scope issues to senior Solutions Architects

Requirements

3–5 years of experience in a Solutions Architect, Technical Account Manager, Customer Success Engineer, or equivalent role in B2B SaaS environments
Experience producing technical content, including help articles, video walkthroughs, or e-learning modules, strongly preferred
Experience in security or compliance-related industries is a plus
Familiarity with AI-powered tools or platforms, with willingness to develop deeper expertise in AI-assisted compliance workflows
Foundational experience with AWS, GCP, or Azure
Working knowledge of desktop applications and machine architecture on Windows, Mac, and Linux, including Chrome OS
Experience with REST APIs and JSON
Foundational experience with JavaScript, Python, or Bash/Shell/Unix scripting
Strong written and verbal communication skills
Comfort presenting to groups in webinar or workshop formats
Ability to manage a customer portfolio and multiple content workstreams simultaneously
Must be located in the United States

Core Competencies

Demonstrates expertise in customer engagement and technical support within B2B SaaS environments, focusing on driving customer retention, platform adoption, and self-sufficiency. Proficient in developing technical content and conducting workshops while managing a diverse customer portfolio.