[Please submit your application HERE for consideration.]
About Us:
We are a real-time experience platform built for scale. Our technology enables developers to integrate real-time functionality into their applications without the need for complex infrastructure. With a simple API that handles all real-time communication, we allow developers to focus on building great products while we manage the rest. Our platform powers real-time messaging and data synchronization for millions of users worldwide, serving industries like finance, gaming, and beyond.
About the Role:
[This is a 40hr/week freelance fully remote role]
As a Solutions Architect for the APAC region, you will be the technical point of contact for customers throughout their entire lifecycle, from pre-sales to post-sales support. You’ll work closely with customers to integrate, scale, and optimize the platform’s real-time communication capabilities into their applications. You’ll be involved in everything from technical discovery to Proof of Concepts (PoCs) and resolving complex customer queries, ensuring a seamless customer experience.
This role requires a collaborative approach, working alongside teams such as Sales, Customer Success, and Engineering to deliver custom solutions and technical guidance. You’ll also be responsible for managing critical customer support during out-of-office hours for engineers in the UK, using PagerDuty to escalate urgent issues when necessary.
As a Solutions Architect for the APAC region, you will be expected to manage critical customer needs across time zones, especially outside of standard UK office hours. You’ll have access to PagerDuty for escalation to ensure quick resolutions for any urgent technical challenges. This is an exciting opportunity to work with cutting-edge real-time technology in a dynamic and fast-paced environment.
Key Responsibilities:
- Collaborate with Sales and Customer Success: Partner with Account Executives and Customer Success Managers to understand customer needs and provide expert technical guidance during sales and technical discussions.
- Lead Product Demonstrations & Proof of Concepts (PoCs): Deliver tailored product demos and PoCs to demonstrate the platform’s value and technical capabilities.
- Provide Technical Expertise: Offer insights on usage, volume projections, and architectural recommendations to ensure successful customer implementations.
- Respond to RFPs and RFIs: Contribute to technical input for RFP/RFI responses, helping craft compelling proposals.
- Technical Onboarding: Assist new customers in integrating the platform, providing hands-on support and ensuring a smooth implementation process.
- Architectural Reviews: Review and provide feedback on customer architectural designs and rollout plans, advising on best practices for performance and scalability.
- Troubleshoot Complex Issues: Collaborate with customer development teams to diagnose and resolve technical problems, working with internal engineering teams for complex issues.
- Manage Escalations: Handle escalations for urgent technical issues, especially outside of UK office hours, utilizing PagerDuty for escalation to the engineering team.
- Develop Documentation: Create internal and external documentation outlining best practices to facilitate collaboration between Sales, Customer Success, and Engineering.
- Foster Strong Customer Relationships: Build and maintain strong relationships with customers by providing world-class technical support and ensuring they maximize the platform’s value.
- Product Advocacy: Relay customer insights and feedback to Product Management and Engineering to support continuous product improvement.
What We’re Looking For (required skills):
- Language Proficiency: Fluent in both English and Mandarin, with excellent verbal and written communication skills.
- Technical Expertise: Strong background in real-time protocols such as WebSockets, MQTT, and Server-Sent Events, as well as cloud infrastructure, serverless, and distributed systems.
- Customer Support: Extensive experience providing technical support to enterprise customers, troubleshooting complex issues, and collaborating with engineering teams to deliver solutions.
- Pre-Sales & Post-Sales Experience: Experience in both pre-sales and post-sales technical roles, ideally in a SaaS or cloud platform environment.
- Programming Skills: Hands-on experience with messaging systems like Kafka, APIs, and coding languages such as JavaScript, Objective-C, Java/Kotlin, C#, Go, Ruby, or Python.
- Problem Solving & Prioritization: Strong ability to manage and prioritize customer issues based on impact and urgency, providing timely and effective resolutions.
- Self-Starter: A proactive learner and self-starter, comfortable tackling challenging technical problems in a fast-paced environment.
Nice to have:
- Experience with Distributed Systems: Knowledge of event-driven architectures and large-scale distributed systems.
- Industry Experience: Previous experience working with real-time communication platforms or SaaS solutions in a similar domain.
- technologies: WebSocket, MQTT, AWS
Hourly rate:
USD25-40/hr
Project length:
40hr/week for 24 weeks
