Technical Architect

Role Description

As a Technical Architect on our Professional Services team, you will be at the forefront of the post-sale experience for customers with complex technical needs. You will be responsible for translating our customer’s functional aspirations into outcome-driven solutions wrapped around Gong’s integration ecosystem. As the technical solution owner, you will work hand-in-hand with Professional Services Engagement Managers and Consultants on integration discovery, design, testing, and deployment activities throughout a customer engagement. You will also work cross-functionally with Gong Support, Engineering, Product, and R&D counterparts to deliver high-value customer outcomes. Technical Architects are curious, innovative, and empowered to solve the customer challenges of today, while thinking strategically to delight our customers long term.

Responsibilities

• Provide exceptional technical consulting and guidance via email, web and/or phone for our customers using Gong product(s) to a variety of audiences, including executive-level technical decision makers.
• Master and maintain expertise of Gong’s product lines and its integration ecosystem for 3rd party solutions - including telephony systems, web conferencing, calendar/email, CRM, and Gong’s API framework.
• Lead, contribute to, or participate in multiple customer engagements concurrently.
• Execute technical consultation, discovery, and design workshops with customers and partners (onsite or remote) - capturing the business problem(s) and recommending a successful Gong solution.
• Plan, guide, and execute data migrations from competitive solutions to the Gong platform.
• Conduct virtual technical overviews and knowledge transfer sessions to Customers.
• Produce detailed technical design/guidance documentation as needed.
• Confidently respond to high-profile, high-impact customer escalations.
• Liaise weekly with Engagement Managers on project status, issues, and remaining effort on project deliverables.
• Work closely with customer's technical and security teams to instill confidence in deploying and integrating Gong with internal systems in accordance with their IT governance policies.
• Assist pre-sales teams in gathering technical requirements and providing level of effort estimates for prospective customers.

Qualifications

• 6+ years of experience in system, technical, or solution architecture - preferably in a Cloud, SaaS, and/or enterprise software environment.
• Excellent communication skills (verbal and written), and ability to translate complex technical concepts for non-technical audiences.
• Experience with RESTful and JSON API implementation and integration approaches.
• Familiarity with server-side and client-side programming language concepts and use cases.
• Strong CRM experience and architecture knowledge (Salesforce.com, HubSpot or Dynamics preferred).
• Experience with SaaS applications that support large-scale business processes.
• Experience advising on data migrations, mergers, and splits preferred.
• Ability to work with various customer Ops & Technical teams.
• SSO configuration & troubleshooting experience.
• Excellent instincts and ability to interface seamlessly with senior-level executives.
• Bachelor's Degree.
• Willingness to travel.

Benefits

• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• 401(k) program to help you invest in your future.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.
• Work from home stipend to help you succeed in a remote environment.