Senior Customer Solutions Engineer

This role is eligible for full-time remote within the US. Please note that we unfortunately cannot sponsor H1B visas at this time. Note that this is a customer facing role where you serve as a trusted technical advisor for Arpio customers throughout their lifecycle.  This is not a pure engineering role.  

Who We Are

At Arpio, we’re building the next generation of cloud disaster recovery, specifically designed for the modern enterprise. We understand the growing list of threats to cloud workloads and the complexity of managing disaster recovery in those environments.

That’s why we have created the easiest to use, most reliable SaaS solution on the market. Arpio protects your entire AWS workload from disaster with just a few clicks. No more time-consuming setup, risky manual processes, or sleepless nights.

But we’re more than just a product. We’re a small, passionate team (YC W21) fueled by the thrill of tackling tough challenges and shaping the future. We’re not afraid to learn, grow, and push boundaries to build something truly innovative.

About the Role

As a Senior Solutions Engineer, you’ll serve as a trusted technical advisor for Arpio customers throughout their lifecycle. Note: This is not an Engineering role; it is a Customer facing role and as a member of our Customer Success team, you'll partner closely with Arpio Product and Engineering. You’ll be embedded with customers from onboarding onwards to deeply understand the details of their AWS & Azure cloud environments, resilience goals, and the ways in which Arpio can best be deployed for maximum effectiveness. 

In this role, you’ll strive to understand customer requirements and issues at the granular level. You’ll have a natural curiosity and desire to identify the root causes of customer problems, and empathetically solve them. You’ll feel comfortable navigating from ambiguity to clarity, designing creative solutions that leverage the Arpio product and AWS & Azure best practices.

Responsibilities

• Act as a trusted technical advisor for Arpio customers through all stages of their lifecycle including implementation, disaster recovery planning, and failover testing
• Improve customer experience by participating in onboarding meetings, account reviews, and other sessions where you contribute expertise on technical topics.
• Cultivate a deep understanding of customer environments, as well as their resilience goals in AWS & Azure, so as to provide clear and proactive technical guidance to ensure success.
• Become an Arpio product expert; advising customers on the best ways to deploy the Arpio solution based on their unique requirements. 
• Leverage your product knowledge as well as your expertise in cloud and hybrid cloud engineering, networking, and resilience strategies to deliver timely and organized solutions for customers.
• Serve as a technical voice of the customer in the product engineering lifecycle. Identify and document product gaps to promote customer retention and satisfaction.
• Accurately capture customer feature requests; collaborate with product and engineering stakeholders to define scope and relative priority.
• Assist with technical troubleshooting and escalations of reported issues promptly and persistently.
• Contribute to the Arpio customer base through knowledge-sharing activities such as contributing to internal and external documentation, answering technical Q&A, and helping iterate on best practices.
• This role may require occasional travel to attend meetings with customers, conferences, and other industry events.

Requirements

• 10+ years of experience in a technical, customer-facing role at companies in similar spaces, with a demonstrated track record of success
• Deep cloud expertise, with knowledge of how to set up and deploy common environments
• One of the below certifications, or equivalent experience:
  • AWS Solutions Architect Associate Certification
  • Microsoft Certified: Azure Solutions Architect Expert 
• Working knowledge of Active Directory
• Working knowledge of Kubernetes/EKS
• Experience configuring & troubleshooting cloud and hybrid networking technologies; ability to dive into details around common topics such as DNS, routing, and connectivity
• Passion for collaborating with customers to understand their use case
• Skilled at getting to the core of a customer problem and developing the best solution to meet their needs
• Strong communication skills with an ability to meet customers at their technical level, taking complex concepts and making them easily understood
• Comfort with the fast-paced, ambiguous nature of an early stage company
• US resident

Nice to Have

• It's a plus if you're located in the Triangle Region of North Carolina - we have an office and a core team located in RTP, NC, and hybrid working is an option
• Startup experience
• Release management experience
• Experience with observability tools

Salary and Benefits

• Competitive salary
• Fully employer-paid health benefits; 75% employer-paid dental, vision, and life insurance; 75% employer coverage for dependents
• For fully remote employees a $125 home office stipend or company-subsidized co-working membership
• Unlimited PTO
• Small, collaborative team environment
• Opportunity to work on the cutting edge of cloud technology