Solution Architect

Helpshift bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift's AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Tencent, Supercell, Square and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly.

At Helpshift you'll have the opportunity to work with today's leading B2C brands as they begin their journey to provide the customer support experience that their customers want and need. We're looking for self-starters, with a bias toward action that can clearly articulate their data-centric points of view and effect experiential change, to join us in revolutionizing customer relations. If you're excited to learn more about cutting edge technology including mobile-first asynchronous messaging, Bots, and AI, we're the team for you!

Requirements

Responsibilities:

Developing Infrastructure-as-Code (IaC) using Terraform, CDK, or Pulumi

Developing CI/CD pipelines for Cloud Deployments

Developing custom automation (Lambda Functions/ Azure functions)

Efficient with programming languages (Python, JavaScript, bash, powershell, C#)

Managing code repositories and performing peer code reviews

Ability to maintain the code hygiene and writing test cases for the solutions.

Mentoring and training engineers

Manages Implementation partners

Assist with proof of concepts for strategic and enterprise customers

Work side-by-side with customers to design, build, and deploy complex integrations

Establish partnerships and strategic relationships with contacts at our biggest brands

Time management is critical and should be able to manage multiple tasks/projects simultaneously.

Analyze and audit existing Helpshift implementations for the purpose of making improvements

Become an expert at using Helpshift's administrative tools which include a suite of AI products, bots, and other mission-critical support functions

Work collaboratively with Customer Success Managers, other Services teams, and Sales to ensure customers' overall success with the product

Continually optimize the overall onboarding process with improvements to documentation, trainings, and other customer-facing content

Occasional travel to client site or other offices (up to 25%)

Requirements:

You have a minimum of 3 years of SaaS experience in a specialization such as consulting services, technical pre-sales or technical project management

Proven experience translating ambiguous customer requirements into actionable technical solutions

You are proficient with any of: Python, Go, C#, Node.js, Powershell

You are proficient with deploying cloud solutions on AWS or Azure (preferred)

You are familiar with technical SaaS concepts such as SDKs, APIs and cloud computing

You are exceptionally organized and a project manager at heart

Understanding of Object Oriented Programming concepts

You value performing tasks as efficiently as possible and you dislike seeing mistakes repeated

You have excellent communication skills and are comfortable leading meetings with customer executives and analysts alike

You are proficient in the entire G-Suite and can perform data analysis tasks including generating pivot tables and writing complex formulas in Sheets/Excel

You are curious about complex systems and a natural problem solver

Bonus points for previous experience in a support role or call center

Build rapport with customers as a consultative seller

Visual Storytelling – Use visual narratives to share a lot of information in a short amount of time

Benefits

Benefits package including Medical, Dental and Vision

Flexible paid time off

Sick leave

Corporate holidays, including floating holidays

Life & Disability coverage

Paid Basic and AD&D insurance

Voluntary Legal, Accident, Critical Illness and Hospital Indemnity coverage

Voluntary FSA

401(k) retirement plan

Monthly phone and internet stipend

The salary range reflected is an estimate of base pay and varies per state. The base pay range may vary if an offer is made for work in your location. The pay range is $100,000 - $120,000/year.