SysAid, a pioneering SaaS company in Enterprise Service Management, is celebrated for innovation and industry leadership. Featured in Gartner’s ITSM Magic Quadrant and honored with AWS’s Rising ISV Star Award, we serve 4,000+ clients spanning 140 countries, impacting over 9 million daily users. Our commitment? Revolutionizing Enterprise Service Management with Generative AI.

As an Enterprise Solution Architect, you will be instrumental in driving success for our largest accounts. You will work closely with customer success teams, sales teams, and directly with our enterprise clients to ensure their technical requirements are met, assist with proofs-of-concept (POCs), and provide ongoing support that enhances the overall customer experience. This role requires a mix of technical expertise, strategic thinking, business acumen, and a customer-centric mindset.

Key Responsibilities:

• Support High-Value Accounts: Collaborate closely with Enterprise Customer Success Managers and Account Executives to support our largest customers. Contribute to strategic account plans as a dedicated resource for technical support and growth opportunities.
• Requirements Gathering: Work with customer stakeholders to collect and analyze detailed technical and business requirements, understanding both the technical and strategic goals of the customer to guide the solution process effectively.
• Technical Demos & POCs: Prepare and present custom demo environments tailored to the unique needs of each customer. Conducted POCs, managed demo calls, and ensured a seamless experience that aligned with customers’ goals.
• Advanced Technical Assistance: Address complex technical questions and provide advanced troubleshooting and problem-solving assistance, demonstrating a deep understanding of our AI ITSM SaaS platform.
• Product Presentations: Lead product demos for existing clients, clearly articulating our solution’s value proposition and handling detailed technical inquiries confidently.
• Workaround Solutions: Develop creative workarounds and custom solutions in response to unique customer requirements, collaborating with internal teams as needed.
• Onsite Engagements: Travel to customer locations as required to strengthen relationships, provide hands-on support, and identify additional partnership opportunities.
• Customer Advocacy: Act as a bridge between customers and our product team, advocating for feature enhancements based on customer feedback and industry trends.
• Product Feedback & Improvement: Capture and communicate customer feedback to the Product team, identifying opportunities for product enhancements and reporting on recurring technical pain points. Collaborate with the Product team to support new feature testing and validation with customers.