Solutions Architect

Role Overview

The Solutions Architect functions across both pre-sales and post-sales processes. Collaborating with the Business Development team, you transform customer needs into deployable solutions before closing deals. Post-sale, you lead onboarding, configuration, troubleshooting, and performance optimization. This position serves all regions including Taiwan and international clients, covering the full product portfolio and designs architectures spanning multiple products. Additionally, you provide direct feedback from customers to the Product Management team to influence future development.

Key Responsibilities

• Pre-sales Solution Design: Collaborate with BD to analyze requirements, create technical designs, and develop proposals ensuring feasibility before contract finalization.
• Onboarding & Configuration: Manage system setup for new clients, whether executing or coordinating engineering help, to ensure timely go-live.
• Troubleshooting & Optimization: Lead diagnosis and root cause investigations of customer issues; escalate complex problems to engineering to maintain system stability.
• Cross-Regional & Portfolio Support: Assist customers across Taiwan and globally (English for international clients) on all products, comprehensively understanding feature sets, deployment, and integration boundaries.
• Market Feedback Loop: Relaying customer challenges and needs directly to Product Management to align the roadmap with real-market demand.
• Technical Ownership: Serve as the primary technical liaison for customers, fostering trust and supporting contract renewals.

Candidate Requirements

• Minimum 5 years' professional experience in SaaS or technical product roles involving direct customer engagements such as pre-sales, post-sales, support, or implementation.
• Educational background in Computer Science, ICT, networking, or cloud services, with aptitude for translating business needs into detailed system architectures.
• Proven ability to independently resolve technical issues with sound judgment on when to escalate complex cases.
• Fluency in Mandarin and English, capable of conducting meetings, presentations, and documentation in both languages.
• Experience collaborating effectively across sales, product, and engineering teams to progress customer cases.
• Strong multitasking skills: managing multiple cases concurrently, prioritizing tasks, and defining clear problem boundaries.

Preferred Qualifications

• Hands-on experience leveraging AI tools for documentation, diagnostics, or proposal development.
• Exposure to international clients or working across multiple time zones.
• Experience preparing customer reports, technical documentation, or performing usage data analysis.
• Certifications like CCNA, CCIE, or equivalents.

Work Location

• Open to candidates based in Taiwan, Singapore, or Malaysia.
• Taiwan hires to work onsite at Taipei office; Singapore and Malaysia hires may work remotely.

Success Traits

• Highly structured: Able to clarify complex technical or customer issues and articulate solutions clearly.
• Proactive closure: Ensures smooth transition between pre-sales and post-sales without waiting for intervention.
• Efficiency-focused: Prefers optimizing workflows over brute force approaches.
• Results-driven: Measures success by customer’s ability to operate the solution effectively rather than just correctness of technical answers.
• Forward-thinking: Anticipates product and market trends and proactively shares insights.

Unsuitable Traits

• Assumes customer adoption and deal closure are solely sales responsibilities post-technical delivery.
• Delays action on ambiguous customer scenarios awaiting formal specifications.
• Applies the same technical depth regardless of the audience's understanding.