Solutions Architect (San Francisco, CA)

Deepgram is the leading platform underpinning the emerging trillion-dollar Voice AI economy providing real-time APIs for speech-to-text (STT) text-to-speech (TTS) and building production-grade voice agents at scale. More than 200000 developers and 1300 organizations build voice offerings that are Powered by Deepgram including Twilio Cloudflare Sierra Decagon Vapi Daily Cresta Granola and Jack in the Box. Deepgrams voice-native foundation models are accessed through cloud APIs or as self-hosted and on-premises software with unmatched accuracy low latency and cost efficiency. Backed by a recent Series C led by leading global investors and strategic partners Deepgram has processed over 50000 years of audio and transcribed more than 1 trillion words. There is no organization in the world that understands voice better than Deepgram.

At Deepgram we expect an AI-first mindsetAI use and comfort arent optional theyre core to how we operate innovate and measure performance.

Every team member who works at Deepgram is expected to actively use and experiment with advanced AI tools and even build your own into your everyday work. We measure how effectively AI is applied to deliver results and consistent creative use of the latest AI capabilities is key to success here. Candidates should be comfortable adopting new models and modes quickly integrating AI into their workflows and continuously pushing the boundaries of what these technologies can do.

Additionally we move at the pace of AI. Change is rapid and you can expect your day-to-day work to evolve just as quickly. This may not be the right role if youre not excited to experiment adapt think on your feet and learn constantly or if youre seeking something highly prescriptive with a traditional 9-to-5.

Opportunity
Deepgram is seeking a talented support-focused Solutions Architect (Applied Engineer) to join our Applied Engineering (AppEng) this role you will directly engage with customers to solve complex technical challenges while simultaneously building scalable solutions that enhance our support infrastructure. Youll own complete customer engagements in a post-sales capacity and occasionally assist with pre-sales and implementation projects as needed. Your strong engineering background will enable you to resolve sophisticated technical issues create repeatable solutions and develop automation that allows the broader AppEng team to focus on high-impact pre-sales activities. This position offers an excellent path to grow into broader implementation and pre-sales roles while making an immediate impact on our customer support experience. As a key member of the Applied Engineering team youll influence our customer support strategy and play a crucial role in ensuring our customers receive exceptional technical assistance throughout their journey with Deepgram.

Location

This role is based in San Francisco where many of our customers and partners are located. Being close to them helps us move quickly and stay connected to their needs. While the role is anchored in our San Francisco office Deepgram continues to be remote-first and we dont expect you to be in the office every day. We believe a mix of in-person and remote work allows us to share context and build productively.

This role also includes up to 50% travel to meet with customers support sales engagements and participate in key onsite interactions

About Applied Engineering at Deepgram
The Applied Engineering (AppEng) team at Deepgram combines the functions that other companies might separate into Solutions Engineering Sales Engineering Implementation and Technical Support. We serve as the technical interface between Deepgram and our customers throughout their entire journey from initial discovery and proof-of-concept through implementation and onboarding to ongoing technical support. We work closely with our Customer Success and Developer Experience (DX) teams to ensure a positive growth-focused experience for our customers. This unified approach allows us to provide comprehensive technical guidance and build deeper relationships with our customers. As a support-focused Applied Engineer youll be primarily concerned with elevating our technical support capabilities while having opportunities to contribute to the broader Applied Engineering mission in pre-sales implementation and more.

What Youll Do

• Own complete post-sales customer engagements providing direct technical guidance and solutions

• Lead the technical resolution of complex customer support issues serving as an escalation point for challenging technical problems

• Design and implement systematic improvements to our support process and infrastructure

• Create automated solutions and self-service tools that address common customer challenges

• Analyze support ticket patterns to identify product improvement opportunities and preventative measures

• Develop technical documentation guides and best practices that enable customers to self-solve issues

• Collaborate with product and engineering teams to advocate for customer needs and influence roadmap priorities

• Partner with the broader Applied Engineering team to share knowledge and balance support workload

• Occasionally assist with implementation projects and pre-sales activities as needed

Time Allocation

• 50% - Direct customer engagement and technical problem solving

• 30% - Building automation and scalable support solutions

• 10% - Developing documentation and self-service resources

• 10% - Contributing to broader Applied Engineering initiatives and pre-sales activities
  

Youll Love This Role If You

• Enjoy direct customer interaction and solving complex technical challenges

• Are passionate about creating scalable solutions that enhance customer experiences

• Find satisfaction in improving systems and processes to increase efficiency

• Have a talent for identifying patterns and translating them into actionable improvements

• Are energized by opportunities to apply engineering principles to customer-facing challenges

• See technical support as a strategic function that drives customer satisfaction and retention

Its Important To Us That You Have

• 3 years of experience in technical support solutions engineering or similar customer-facing technical roles

• Strong software engineering background with professional development experience in at least one modern programming language such as Python JavaScript/TypeScript Rust C/C or similar languages

• Experience developing automation solutions and improving technical processes

• Proven ability to troubleshoot complex technical issues in production environments

• Excellent written and verbal communication skills with the ability to explain technical concepts clearly

It Would Be Great if You Had

• Experience with speech recognition NLP or related AI technologies

• Knowledge of cloud platforms (AWS GCP Azure) and containerization technologies like Docker and Kubernetes (K8s)

• Experience with API-first products and developer tools

• Background in support automation techniques and tools

Notice: Were aware of individuals impersonating Deepgram recruiters. All legitimate Deepgram recruiting communication comes from an @ email address. If youve received a message claiming to be Deepgram please forward it to

Required Experience:

Staff IC