Elastic is an open source search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real time and at scale. Thousands of organizations worldwide, including Barclays, Cisco, eBay, Fairfax, ING, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe. Learn more at elastic.co

We are actively seeking a Customer Architect with an understanding of technology and hands-on experience in key IT domains, notably Observability, Cybersecurity, and Enterprise Search. You should possess a strong technical background, preferably with experience in cloud-based software solutions. 

We value individuals who are passionate about staying at the forefront of technology trends with a growth mindset and excited to learn and implement new technologies. While previous experience with Elastic solutions is not a prerequisite, an eagerness to adopt our suite of solutions and apply them effectively to solve our customers' challenges is critical. This key role involves not only driving the consumption of our Elastic solutions by aligning them with customer business objectives but also onboarding customers, securing adoption, and facilitating expansion. 

As a Customer Architect,, you will be the Trusted Technical Advisor, working in tandem with the customer and complementary groups like Field and Services Teams to ensure that Elastic solutions are exceeding customer’s expectations. . Your technical expertise, eye for business, and ability to deliver value will accelerate and improve the customer experience leading to customer continued satisfaction and expansion within the elastic portfolio. 

In your role, a crucial part of your responsibility is defining and communicating the technical success criteria for our customers. This involves crafting detailed Technical Success Plans tailored to the specific customers goals and critical metrics.

The Technical Success Plans act as a roadmap, outlining the optimal consumption and deployment of Elastic solutions in the customer's environment. They detail the necessary steps for implementation, highlight achievements for successful consumption or expansion, and provide and effectiveness aligned to the customer’s business goals. By actioning this plan , you will be seen as the trusted advisor, guiding the customer towards achieving their desired outcomes, thereby ensuring their success and satisfaction.

From providing technical guidance and sharing standard methodologies to aligning technical objectives with the customers' business goals, your work is instrumental in facilitating smooth adoption, sustained usage, and increased consumption of our solutions. This hands-on role requires you to be proactive, with a keen understanding of our customers' technical landscape and a commitment to making their journey with Elastic solutions successful and valuable.

Your chief aim will be to ensure the customer derives significant value, eliminate technical frictions, and propel the uptake and application of Elastic solutions, with the ultimate goal of growing annual recurring revenue (ARR).

Key Responsibilities

  • Collaborate closely with the account team, including the Account Executive and the Solutions Architect (Pre-sales engineer), to provide ongoing technical coverage and support, while the account team focuses on identifying new deals.

  • Define the technical success plan for each customer, outlining the optimal use of Elastic solutions to achieve their business objectives.

  • Ensure a successful technical customer journey, from onboarding to adoption, while continuously driving the consumption of Elastic solutions.

  • Understand and articulate the value proposition of Elastic solutions and align them with the customer's business goals.

  • Work closely with customers to identify and eliminate technical frictions, promoting a smoother adoption and implementation of Elastic solutions.

  • Liaise between customers and support , as necessary, to ensure an optimized support resolution experience smoothing the adoption curve for the customer.

  • As a hands-on technical authority, collaborate with the Service Team to deliver personalized, frictionless solutions that meet the unique needs of each customer.

  • Develop a comprehensive understanding of the customer's business needs and translate these into technical requirements for Elastic solutions.

  • Find opportunities for expansion, at which point the account team takes over to expand the subscription, aiming to grow annual recurring revenue (ARR).

  • Foster ongoing customer relationships, ensuring that customers continue to increase their utilization of Elastic solutions, further driving ARR.

  • Continuously review and assess customer consumption of Elastic solutions, proactively suggesting upgrades and enhancements that increase value and drive further consumption.


Qualifications

  • Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred.

  • Validated experience in a similar role such as Solutions Architect, Technical Consultant, or Pre-sales Engineer, with hands-on experience with Elastic solutions or equivalent technologies.

  • Experienced with one or more Elastic solutions (Observability, Security, Enterprise Search) or the Elastic stack (Elasticsearch, Logstash, Kibana) and how to align them with business objectives is a plus. 

  • Excellent communication and presentation skills.

  • Strong social skills, with the ability to establish relationships with customers and team members.

  • Demonstrated problem-solving skills, with a track record of delivering innovative solutions.

  • Ability to lead multiple projects simultaneously and meet deadlines.

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Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

  • Competitive pay based on the work you do here and not your previous salary
  • Health coverage for you and your family in many locations
  • Ability to craft your calendar with flexible locations and schedules for many roles
  • Generous number of vacation days each year
  • Double your charitable giving - We match up to $1500 (or local currency equivalent)
  • Up to 40 hours each year to use toward volunteer projects you love
  • Embracing parenthood with minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is committed to diversity as well as inclusion. We are an equal opportunity employer and committed to the principles of affirmative action. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation. If you require any reasonable accessibility support, please email candidate_accessibility@elastic.co.

Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Equal Employment Opportunity (EEO) Poster; and Employee Polygraph Protection Act (EPPA) Poster.

Please see here for our Privacy Statement.

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