Technical Solutions Architect

1 week ago

Bengaluru, Karnataka, India Kapture CX Full time
About Kapture CX:
Kapture CX is a pioneering Customer Experience (CX) automation platform, revolutionizing business interactions with customers. Our mission is to empower organizations to deliver exceptional support, streamline operations, and drive growth through AI-powered automation. We are seeking skilled professionals to join our team as Technical Account Managers.

### Role Overview

As a Technical Account Manager, you will serve as the primary technical advisor and problem-solver for our clients. Your responsibility will be to ensure client success in using Kapture's platform. You will manage complex technical issues, implement solutions, and provide world-class customer service. This role requires a combination of technical expertise, communication skills, and the ability to manage multiple priorities.

### Key Responsibilities:

1. **Client Onboarding & Integration Support**:
• Provide expert guidance and hands-on support during client onboarding to ensure seamless integration with Kapture's platform.
• Collaborate with clients to understand their technical requirements and recommend tailored solutions to address their business needs.
• Lead API integrations, leveraging tools like Postman, cURL, and JSON payloads to ensure smooth system interactions.

2. **Technical Support & Troubleshooting**:
• Act as the primary point of contact for technical queries, issues, and escalations from clients.
• Investigate and resolve technical issues quickly, working with internal engineering and product teams to provide timely solutions.
• Utilize tools like Kafka (event streaming), Grafana (performance monitoring), and Sentry (error tracking) to diagnose and address technical problems proactively.

3. **Client Relationship Management**:
• Build strong, trusted relationships with clients, acting as their advocate within Kapture.
• Provide regular updates and technical insights to clients, ensuring they are informed about the platform's features, updates, and improvements.
• Manage ongoing client communication, keeping clients satisfied and ensuring their technical needs are met consistently.

4. **Proactive Technical Strategy & Optimization**:
• Identify opportunities to optimize client processes through Kapture's solutions, offering technical recommendations for improvements.
• Conduct periodic health checks and performance reviews to ensure clients are fully leveraging the platform's capabilities.
• Develop and deliver tailored strategies to ensure clients achieve maximum ROI on their investment in Kapture's platform.

5. **Collaboration & Cross-Functional Support**:
• Collaborate with Sales, Product, Engineering, and Support teams to ensure alignment and smooth delivery of technical solutions.
• Provide technical insights and feedback to the product team to influence the development of new features and enhancements.
• Assist in the creation and refinement of technical documentation, including troubleshooting guides, best practices, and knowledge base articles.

6. **Documentation & Reporting**:
• Maintain accurate and detailed records of client interactions, technical issues, and resolutions.
• Prepare regular reports on client health, open issues, and overall satisfaction, providing leadership with valuable insights into account status.
• Document Root Cause Analyses (RCAs) for significant incidents and ensure that corrective actions are tracked and implemented.

### What You'll Need in Your Toolkit:

• **API Integration Expertise**: Hands-on experience with API integrations using tools such as Postman, cURL, and working with JSON payloads.
• **Error Debugging Skills**: Strong diagnostic skills to inspect logs, trace errors, and implement fixes quickly using advanced tools and techniques.
• **Tech Stack Proficiency**: Experience with technologies like Kafka (for event streaming), Grafana (for performance monitoring), Sentry (for error tracking), and similar tools to optimize and resolve technical challenges.
• **Excellent Client Management Skills**: Proven ability to build relationships, manage client expectations, and communicate technical concepts to both technical and non-technical stakeholders.
• **Problem-Solving Aptitude**: Ability to identify the root cause of issues and implement effective solutions, ensuring the success and satisfaction of clients.
• **CRM Expertise (Bonus)**: Familiarity with CRM systems (Salesforce, HubSpot, etc.), particularly in handling customer data and processes.
• **Database Knowledge (Bonus)**: Experience with SQL/NoSQL databases, including writing and optimizing queries, as well as understanding data structure and flow.
• **Chatbot & Automation Experience (Bonus)**: Familiarity with chatbot technologies and AI-driven automation to enhance the client experience.
• **Documentation Skills**: Ability to document technical issues, solutions, and root cause analyses (RCAs) clearly and concisely.

### Who You Are:

• **Client-Centric**: You are passionate about helping clients solve their technical challenges and ensuring their success with the Kapture platform.
• **Technically Proficient**: You have a strong technical background and can seamlessly translate complex technical problems into actionable solutions.
• **Effective Communicator**: You are an excellent communicator, able to explain technical concepts clearly to both technical and non-technical audiences.
• **Collaborative**: You work well with cross-functional teams and are comfortable working in a fast-paced, dynamic environment.
• **Proactive**: You anticipate client needs and issues, addressing them before they escalate.

### Why Join Kapture CX?

• Be part of a dynamic and fast-growing company shaping the future of CX automation.
• Work with a diverse and talented team, including product, engineering, and customer success experts.
• Enjoy a competitive compensation package with performance bonuses.
• Get opportunities for growth and development in a cutting-edge field.

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