Senior Customer Architect- Sr DevOps Engineer

Role Overview

We are seeking a Senior Customer Architect (Forward Deploy Engineer) to join our Customer Success team. In this role, you will act as a technical expert embedded with our customers to ensure they realize maximum value from our platform. You will configure and optimize platforms for client use cases, build workflows around real user needs, drive product adoption, and keep customer deployments healthy. As a strategic technical advisor, you will enable customers through hands-on support and guidance, helping them achieve their business outcomes while maintaining high satisfaction. This role reports directly to the Director, Customer Architect and will collaborate closely with Customer Success Architects, Product, Engineering, and other cross-functional teams to deliver results.

Key Responsibilities

• Technical Enablement & Customer Adoption: Lead technical onboarding and enablement programs to drive high customer adoption and satisfaction. Provide best-practice guidance and hands-on support so customers fully leverage our solutions, aiming to maintain over 90% product adoption in each account.
  
  
• Strategic Advisory: Serve as a trusted technical advisor to customer teams, understanding their goals and challenges. Influence key stakeholders by articulating how our platform aligns with their business objectives, and guide them on strategic infrastructure improvements to achieve desired outcomes.
  
  
• Business Value Reviews (BVRs): Plan and deliver regular Business Value Reviews to demonstrate progress toward customers’ goals, product usage, and realized value. Prepare compelling presentations (using Google Slides and other tools) to highlight ROI, technical achievements, and next-step recommendations.
  
  
• Churn Analysis & Customer Success: Proactively monitor customer health and usage metrics. Perform churn analysis to identify at-risk accounts and technical pain points. Work with customers to resolve issues, optimize their implementations, and ensure technical success — thereby maintaining an Annual Gross Retention Rate (AGRR) above 90%.
  
  
• Infrastructure as Code Management (IaCM): Deliver hands-on support in the Infrastructure-as-Code module. Help customers implement and manage IaC solutions to automate their cloud infrastructure on platforms like AWS and GCP.
  
  
• Internal Developer Platforms (IDP): Guide customers in building and improving Internal Developer Platforms on Kubernetes. Assist with setting up CI/CD pipelines, container orchestration, and developer self-service workflows.
  
  
• Emerging Technology Enablement: Contribute your expertise to new domains such as Software Engineering Intelligence (SEI), Cloud Cost Management (CCM), and Customer Engineering (CE). Help customers adopt these emerging solutions by providing architectural guidance and hands-on assistance.
  
  
• Cross-Functional Collaboration: Act as the voice of the customer internally. Work with Product and Engineering teams to translate feedback into improvements, influence roadmaps, and troubleshoot complex issues. Partner with Customer Success Managers and Sales to strategize on account plans, renewals, and expansion.
  
  

Core Skills

We are looking for candidates with a strong technical foundation in modern DevOps practices and tools, particularly in areas related to Infrastructure as Code and Internal Developer Platforms. 

Key skills include:

Infrastructure as Code (IaC)

• Hands-on experience with Terraform for managing cloud infrastructure
  
  
• Design and reuse of IaC modules across environments
  
  
• Proficiency with AWS and GCP, including networking, compute, IAM, and security
  
  
• Familiarity with Terragrunt, CDK, Cloud Formation or similar IaC automation frameworks
• Familiarity with Ansible or similar configuration management frameworks
  
  

Internal Developer Platforms (IDP)

• Deep understanding of Kubernetes (EKS, GKE, or self-managed clusters)
  
  
• Experience with Helm, Kustomize, and other K8s tools
  
  
• Workflow orchestrations using CI/CD tools
  
  
• Knowledge of developer self-service workflows and platform engineering principles
  
  

Automation

• Proficiency in Python, Bash, or Go for scripting and automation
  
  
• Experience setting up comprehensive logging, alerting, and performance dashboards
  
  

Security & Governance

• Understanding of security best practices for infrastructure and DevOps tooling
  
  
• Exposure to tools like OPA/Gatekeeper, HashiCorp Vault, or equivalent
  
  

Soft Skills

• Strong customer empathy and consultative mindset
  
  
• Ability to explain complex technical architectures to a non-technical audience
  
  
• Excellent collaboration and documentation habits
  
  

Qualifications and Experience

• Senior-level experience (typically 5+ years) in DevOps, SRE, or related engineering roles
  
  
• Strong communication and presentation skills with the ability to influence stakeholders
  
  
• Experience in customer-facing technical roles (e.g. Solutions Architect, CSE, Professional Services) is a plus
  
  
• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience)
  
  
• Relevant certifications (e.g. AWS, GCP, Kubernetes, Terraform) are advantageous
  
  

Success in this role will be measured by high customer adoption, AGRR above 90%, and the quality of enablement and strategic guidance delivered.