Customer Solutions Architect

Location

New York

Full time

Remote

Customer Experience

Note:

though we are fully remote, we have an office in NYC you can work from!

We're hiring a Solutions Architect to support our US customers.

Reporting to our VP of Revenue, you'll work directly with some of the world's largest enterprises to fundamentally transform and accelerate the way thousands of developers build software. You'll collaborate hands‑on with engineering teams to architect and implement solutions that make them exponentially more productive. Your mission is clear: drive the automation of development practices through our product to ensure technical success from proof of value through renewal and expansion.

Five years ago, we set out to create a world where every software engineer is instantly ready-to-code. With over 1.5 million users, we are now the leading platform for standardized and automated development environments. In 2024, we quadrupled enterprise revenue, signed several seven‑figure contracts with F500 companies, launched our AI‑first product architecture and, most importantly, discovered our authentic rhythm. In 2025, we will prepare the world to become software conductors with Ona.

We are a talent‑dense group of people who transform how software is created, working to empower every company, every team, and every individual to succeed in a software‑first world. We've found product‑market‑fit and are scaling with high velocity towards repeatable go‑to‑market fit. We care deeply, and for many of us, building Ona is our life's work. Our operating principles are an honest representation of how we build relationships and make decisions.

We choose colleagues carefully based on merit and their authentic alignment with these principles.

If you're energized by the above, we'd love for you to apply!

Our operating principles are a core responsibility of every role. We expect anyone that joins the team to take an active part in forming and enhancing our culture by living out these principles and holding others accountable towards them.

Role‑specific responsibilities:

• Own end‑to‑end technical success of enterprise customers in post‑sales, from proof of value through renewal and expansion
• Design and implement optimal Gitpod environments and provide hands‑on technical coaching to drive success
• Deeply understand customer workflows and developer experience initiatives
• Improve onboarding efficiency through tooling development and product feedback
• Develop repeatability through documentation, resources, programs, and workshops to drive enterprise customer success at scale

At the end of your first 30 days, you will have:

• Deeply understood the product, the problems it solves, and how it operates
• Grasped our onboarding methodology to the extent that you can run implementation with minimal support
• Built relationships with key internal stakeholders on the GTM and Product Engineering teams
• Taken ownership of your account portfolio by establishing customer relationships, completing technical account audits, learning customer tech stacks, and strategizing a path forward
• Shared your feedback and suggestions around making our processes better

• You work in alignment with our operating principles.
• You're a seasoned technologist. You understand the basics of computer science, software development, developer tools, containerization, and cloud infrastructure. Whether discussing system architecture or implementation details, you have a strong foundation that successfully guides the customer towards success regardless of the topic. You are solutions oriented and clever enough to read the manual, identify problems, and drive forward meaningful next steps that put customers at ease.
• You’re every customer’s favorite partner. You take full responsibility for the success of the customer and anything that comes along with it: their frustrations, pain points, unlocks, and progress. Whether it's finding a meaningful workaround or crafting a completely new approach, you're relentless in your pursuit of empowering customers towards success. Your meticulous attention to detail, rapid iteration, and…