Solutions Architect; San Francisco, CA

Overview

Deepgram is the leading voice AI platform for developers building speech-to-text (STT), text-to-speech (TTS) and full speech-to-speech (STS) offerings. 200,000+ developers build with Deepgram’s voice-native foundational models – accessed through APIs or as self-managed software – due to our unmatched accuracy, latency and pricing. Customers include software companies building voice products, co-sell partners working with large enterprises, and enterprises solving internal voice AI use cases.

The company ended 2024 cash-flow positive with 400+ enterprise customers, 3.3x annual usage growth across the past 4 years, over 50,000 years of audio processed and over 1 trillion words transcribed. There is no organization in the world that understands voice better than Deepgram.

At Deepgram, we expect an AI-first mindset—AI use and comfort aren’t optional, they’re core to how we operate, innovate, and measure performance. Every team member is expected to actively use and experiment with advanced AI tools, and even build your own into your everyday work. We move at the pace of AI, and day-to-day work may evolve quickly. This role is based in San Francisco, with remote-first policy and a mix of in-person and remote work.

Deepgram is seeking a talented, support-focused Solutions Architect (Applied Engineer) to join our Applied Engineering (App Eng) team. You will directly engage with customers to solve complex technical challenges while building scalable solutions that enhance our support infrastructure. You’ll own complete customer engagements in a post-sales capacity, and occasionally assist with pre-sales and implementation projects. You will resolve sophisticated technical issues, create repeatable solutions, and develop automation that enables the broader App Eng 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 impacting customer support experience. You’ll influence our customer support strategy and ensure exceptional technical assistance throughout the customer journey.

This role is based in San Francisco, where many of our customers and partners are located. While anchored in our San Francisco office, Deepgram remains remote-first and we don’t require daily in-office presence. A mix of in-person and remote work is supported.

• 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

• 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

• 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

• 3+ years of experience in technical…