Senior Customer Experience Solution Architect

What you’ll be doing:

• • Ensure constant communication with customers and emerge as customer’s trusted technical advisor and a partner
  • Establish business value for customers and help them achieve the targets and ROI
  • Drive customer’s renewal and expansion – to that effect, explore new use cases and expand Kong’s API platform usage
  • Understand, advocate and document customer’s use case, architecture and roadmap
  • Effectively manage the tracking and resolution of customer escalations on behalf of product and services
  • Champion and advocate for the customer within Kong
  • Articulate and follow up with Engineering and Product Management on customers’ product features and future roadmap needs and address them actively
  • Manage customer accounts with Kong’s customer maturity model framework
  • Periodic review of Kong implementation and walk through best practices
  • And any additional tasks required by manager

What you’ll bring for success:

• • • 5+ years of relevant experience within Customer Experience Architecture, Technical Support and/or Professional Services functions in a Software/SaaS company
    • Hands-on experience implementing/ installing API Management Platform(s) or API Application Integration experience
    • Infrastructure build experience with virtual machines or Containers using Kubernetes
    • Cloud provider knowledge in at least one – AWS, Azure, or GCP
    • Knowledge of DevOps, Security fundamentals, & Networking fundamentals
    • A strong desire to tackle hard technical problems and proven ability do so with little or no direct daily supervision
    • Excellent communication skills and an ability to concisely explain complex technical issues and solutions
    • Ability to travel up to 25% of the time to meet with your account

• • Bonus points:
  • Software development experience in one or more programming language
  • The typical base pay range for this role in the US is $107,000 – 160,000. Kong also offers a variable and equity for this role as well. ges such as Java, Python, or Lua
  • Prior experience working for a technology startup