Solutions Architect, Customer Success

About Fiddler: Fiddler is a premier, internationally recognized artificial intelligence pioneer, enterprise model observability innovator, and global AI governance leader on an absolute mission to build trust, safety, and operational transparency into modern software systems. Founded by visionary engineering and product executives from Facebook, Pinterest, Twitter, and Microsoft, and backed by world-class venture funds including Insight Partners, Lightspeed Venture Partners, and Lux Capital, Fiddler has created a state-of-the-art AI Observability ecosystem. The platform enables AI-first enterprises, software developers, and data scientists to monitor, evaluate, secure, analyze, and continuously improve production-scale machine learning models and automated generative agents. Widely celebrated across the tech community, Fiddler has received numerous accolades including placement on the a16z Data50 list, the CB Insights AI 100, and recognition as a World Economic Forum Technology Pioneer and Gartner Cool Vendor. The company provides empathetic doers, thinkers, and builders with an uncompromised remote canvas to tackle monumentally complex data integrity challenges and deploy trustworthy AI solutions safely worldwide.

Position Overview

We are seeking a highly analytical, systems-minded Solutions Architect, Customer Success to join our core centralized Customer Success Engineering organization in a full-time remote capacity across the United States. In this high-leverage technical leadership seat, you will serve as both a principal model architecture expert and trusted advisor, bridging the gap between complex ML/LLM systems and real-world enterprise business value. Shifting completely away from routine technical support or passive account management, you will claim individual strategic accountability for ensuring that elite global clients achieve meaningful, measurable outcomes from their AI observability investments. This position requires a seasoned engineering champion with 5-7+ years of professional experience and a documented history of deploying, monitoring, or maintaining production-grade machine learning models who writes custom integration scripts fluidly, leads executive QBRs smoothly, and scales platform adoption metrics under compressed timeline boundaries.

Key Responsibilities

• High-Impact Onboarding Architecture: Partner closely alongside Fiddler Delivery Managers to design, configure, and execute technical onboarding plans, checking that multi-tenant deployments match customer goals on time and with precision.
• Custom Integration Pipeline Construction: Code, optimize, and maintain secure data-ingestion bridges that seamlessly connect Fiddler into distributed enterprise client ecosystems natively utilizing AI Engineer tools including Snowflake, Airflow, MLflow, S3, Spark, and Kafka.
• Model Observability and Lifecyle Governance: Help customers operationalize best-in-class performance monitoring frameworks natively leveraging Machine Learning paradigms to improve model interpretability, explainability techniques, and regulatory compliance across the ML lifecycle.
• Platform Adoption Acceleration: Build and refine reusable technical integration patterns between Fiddler and common database tools, message queues, and workflow engines to rapidly reduce time-to-value for new enterprise accounts.
• Customer Voice Advocacy: Lead ongoing technical status syncs, system architecture design reviews, roadmap alignment conversations, and Executive Quarterly Business Reviews (QBRs), translating customer product requests into actionable R&D targets.
• Expansion and Upsell Triage: Audit active client model environments to identify structural expansion opportunities, identifying new ways Fiddler can provide data impact through advanced security monitoring or model governance to drive renewals.
• Production Incident and Escalation Management: Investigate and resolve deep customer platform blockages, routing technical failures cleanly across internal Product, Core Engineering, and Delivery cells.
• Technical Thought Leadership Delivery: Act as an elite technical domain anchor, distilling complex generative AI concepts, vector embeddings, and RAG architectures into clear insights for executive and engineering audiences alike.

Required Skills & Qualifications

• 5-7+ years of verified professional history running advanced data engineering, solutions architecture mapping, machine learning platform programming, or technical integration consulting.
• At least 2+ years of hands-on production experience deploying, monitoring, or maintaining machine learning models at scale within cloud or on-premises environments.
• Deep, authoritative technical command of machine learning lifecycles, feature generation processes, evaluation parameters, and real-time scoring mechanics via REST APIs natively utilizing AI Engineer data blocks.
• Expert-tier software proficiency mapping data workflows, structuring memory caches, and processing high-throughput streaming information streams natively leveraging Machine Learning frameworks (e.g., PyTorch, TensorFlow, Scikit-learn).
• Practical operational familiarity navigating containerization systems and public cloud ecosystems, showcasing working comfort utilizing Kubernetes, Docker, and AWS, GCP, or Azure services.
• Outstanding verbal, written, storytelling, and presentation communication traits in fluent English, with a demonstrated capability to build strong relationships with data science teams and executive corporate stakeholders.
• Academic Baseline Qualifications: A formal university Bachelor’s degree from an accredited institution specializing in Computer Science (ideally with an AI/ML focus), Statistics, Mathematics, or a closely related quantitative field.
• Location Context and Working Arrangements: Position open to qualified solutions architects based permanently and resident within the **United States** to execute technical customer success duties under a 100% remote layout, with a strict hybrid requirement (3 days in Palo Alto office) applicable only to candidates resident within the San Francisco Bay Area.

Preferred Strategic Indicators (Nice to Have)

• Prior commercial solutions architecture history operating within an enterprise artificial intelligence startup, data analytics platform provider, or cloud MLOps orchestration enterprise.
• Hands-on experience deploying emerging AI technologies, explicitly including Generative AI, Large Language Models (LLMs), RAG architectures, and autonomous agent-based systems.
• Familiarity with distributed data or orchestration management layers, highlighting background utilizing Hadoop, MongoDB, BigQuery, Kinesis, RabbitMQ, Luigi, Kubeflow, Argo, or Kubeflow.
• An outcome-driven personal philosophy rooted in empathy, intense curiosity, a customer-first mindset, and a deep sense of technical ownership for delivering real-world business value.

What We Offer

• High-Yield U.S. Architecture Salaried Blueprint: An attractive full-time base salary scale structured transparently between $160,000 – $200,000 USD per year for general US remote locations, scaling up to $190,000 – $230,000 USD per year for candidates base-stationed in San Francisco, New York City, or Seattle, supplemented by lucrative corporate **Equity** options.
• The exceptional professional canvas to directly direct, shape, and code-engineer the foundational model observability frameworks and integration patterns power-routing responsible, trustworthy AI for some of the world leading enterprise organizations.
• Profound work-from-home remote parameters providing an elite digital workplace, complete scheduling trust, and zero physical geographic office commuting friction across America (unless matching hybrid Bay Area parameters).
• Immediate eligibility to enroll in premium, comprehensive healthcare options, including world-class Medical, Dental, and Vision coverage featuring **100% premium coverage for employees**.
• Access to excellent long-term financial security benefits, including full corporate **401(k) plan** investment paths.
• Generous personal lifestyle alignment perks, featuring an **Unlimited Paid Time Off (PTO)** culture to recharge, monthly fitness reimbursements, comprehensive paid parental leave, and elite in-office perks (lunches, massages, Caltrain passes) when visiting the Palo Alto HQ.