Company Overview

Deepgram is the leading voice AI platform for developers building speech-to-text (STT), text-to-speech (TTS) and full speech-to-speech (STS) offerings. 200,000+ developers build with Deepgram’s voice-native foundational models – accessed through APIs or as self-managed software – due to our unmatched accuracy, latency and pricing. Customers include software companies building voice products, co-sell partners working with large enterprises, and enterprises solving internal voice AI use cases. The company ended 2024 cash-flow positive with 400+ enterprise customers, 3.3x annual usage growth across the past 4 years, over 50,000 years of audio processed and over 1 trillion words transcribed. There is no organization in the world that understands voice better than Deepgram

Opportunity
Deepgram is seeking a talented, support-focused Solutions Architect (Applied Engineer) to join our Applied Engineering (AppEng) team. In this role, you will directly engage with customers to solve complex technical challenges while simultaneously building scalable solutions that enhance our support infrastructure. You'll own complete customer engagements in a post-sales capacity, and occasionally assist with pre-sales and implementation projects as needed. Your strong engineering background will enable you to resolve sophisticated technical issues, create repeatable solutions, and develop automation that allows the broader AppEng team to focus on high-impact pre-sales activities. This position offers an excellent path to grow into broader implementation and pre-sales roles while making an immediate impact on our customer support experience. As a key member of the Applied Engineering team, you'll influence our customer support strategy, and play a crucial role in ensuring our customers receive exceptional technical assistance throughout their journey with Deepgram.

About Applied Engineering at Deepgram
The Applied Engineering (AppEng) team at Deepgram combines the functions that other companies might separate into Solutions Engineering, Sales Engineering, Implementation, and Technical Support. We serve as the technical interface between Deepgram and our customers throughout their entire journey, from initial discovery and proof-of-concept, through implementation and onboarding, to ongoing technical support. We work closely with our Customer Success and Developer Experience (DX) teams to ensure a positive, growth-focused experience for our customers. This unified approach allows us to provide comprehensive technical guidance and build deeper relationships with our customers. As a support-focused Applied Engineer, you'll be primarily concerned with elevating our technical support capabilities while having opportunities to contribute to the broader Applied Engineering mission in pre-sales, implementation, and more.

What You'll Do

• Own complete post-sales customer engagements, providing direct technical guidance and solutions

• Lead the technical resolution of complex customer support issues, serving as an escalation point for challenging technical problems

• Design and implement systematic improvements to our support process and infrastructure

• Create automated solutions and self-service tools that address common customer challenges

• Analyze support ticket patterns to identify product improvement opportunities and preventative measures

• Develop technical documentation, guides, and best practices that enable customers to self-solve issues

• Collaborate with product and engineering teams to advocate for customer needs and influence roadmap priorities

• Partner with the broader Applied Engineering team to share knowledge and balance support workload

• Occasionally assist with implementation projects and pre-sales activities as needed

Time Allocation

• 50% - Direct customer engagement and technical problem solving

• 30% - Building automation and scalable support solutions

• 10% - Developing documentation and self-service resources

• 10% - Contributing to broader Applied Engineering initiatives and pre-sales activities
  

You'll Love This Role If You

• Enjoy direct customer interaction and solving complex technical challenges

• Are passionate about creating scalable solutions that enhance customer experiences

• Find satisfaction in improving systems and processes to increase efficiency

• Have a talent for identifying patterns and translating them into actionable improvements

• Are energized by opportunities to apply engineering principles to customer-facing challenges

• See technical support as a strategic function that drives customer satisfaction and retention

It's Important To Us That You Have

• 3+ years of experience in technical support, solutions engineering, or similar customer-facing technical roles

• Strong software engineering background with professional development experience in at least one modern programming language, such as Python, JavaScript/TypeScript, Rust, C/C++, or similar languages

• Experience developing automation solutions and improving technical processes

• Proven ability to troubleshoot complex technical issues in production environments

• Excellent written and verbal communication skills with the ability to explain technical concepts clearly

It Would Be Great if You Had

• Experience with speech recognition, NLP, or related AI technologies

• Knowledge of cloud platforms (AWS, GCP, Azure) and containerization technologies like Docker and Kubernetes (K8s)

• Experience with API-first products and developer tools

• Background in support automation techniques and tools

Backed by prominent investors including Y Combinator, Madrona, Tiger Global, Wing VC and NVIDIA, Deepgram has raised over $85 million in total funding. If you're looking to work on cutting-edge technology and make a significant impact in the AI industry, we'd love to hear from you!

Deepgram is an equal opportunity employer. We want all voices and perspectives represented in our workforce. We are a curious bunch focused on collaboration and doing the right thing. We put our customers first, grow together and move quickly. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate.

We are happy to provide accommodations for applicants who need them.