Solution Architect

Wakefield, MA

At Glance Networks, we think conducting business should be simple, collaborative, and visual. We’re transforming the way companies do business online by integrating easy-to-use omni-channel visual engagement solutions (co-browse, screen share, video and more) into the customer experience for instant, relevant, and effortless conversations.

Glance is…

  • A financially sound enterprise software company with hundreds of top-tier corporate customers worldwide for our highly-regarded products
  • A growing company with a friendly, open, and collaborative culture, where you’ll have regular interaction with top leadership
  • Somewhere you can have an outsized impact
  • Awarding excellent compensation and benefits including healthcare, dental care, matching 401K, a great vacation package, stock and more
  • Conveniently located right on the Minuteman Bikeway in Arlington, MA
  • On the 77 Bus line and offering Free Parking for those that drive

Position Overview

Are you passionate about working with customers to transform their business with technology? If so, we are seeking a Boston-based, technically focused leader to engage with our clients throughout all phases of the customer lifecycle – presales through onboarding and adoption. The Solution Architect will be a technical cornerstone of our growing Customer Success team.

Responsibilities

  • Be the primary technical resource for onboarding new Glance customers
  • Interface with Client technical teams to:
    • Gather and assess specifications and requirements
    • Provide assistance in the development of client relationships
    • Address customer’s questions in a comprehensive manner to ensure customer satisfaction
    • Deliver product demonstrations to prospective clients
    • Instrument customer websites and backend systems with Glance technology
  • Work with product development to ensure ease of deployment and provide customer feedback
  • Handle escalated technical support issues as needed

Requirements

  • College degree or equivalent professional experience preferred in a Solutions Architecture, Sales Engineering, or Technical client facing role within enterprise software environments
  • Must be able to present both technical and non-technical topics to individuals at all levels of an organization
  • Comfortable speaking “web”, i.e., HTML, CSS, DOM, Javascript, CDNs, CORS, domains, proxies, firewalls, certs, AWS, etc.
  • Strong sales instinct and enjoys speaking with prospective clients in all stages of the customer lifecycle.
  • Experience within the Call Center or Salesforce.com CRM industry is a plus.
  • Must have a demonstrated track record of technical competence and customer satisfaction.
  • Great team player and collaborator.
  • Loves the intersection of customer experience with the digital economy and business process.
  • Must have exceptionally strong technical trouble-shooting and problem-solving skills.
  • Basic knowledge of the following is highly preferred:
    • Web technologies (HTML, CSS, Javascript, DOM, browser developer tools, etc.)
    • How the Internet works (TCP, DNS, proxies, firewalls, CDNs, etc.)
    • Salesforce.com administrative setup (install and configure packages)
    • Cloud hosting architecture (AWS AZs, load balancing, DR, etc.)
    • Security and privacy compliance (ISO 27001, PCI, HIPAA, etc.)
  • Must have the flexibility to travel occasionally.

How to Apply

This is a full-time on-site position at our offices in Arlington, MA. We are only able to consider local candidates. To apply send your Linked-In profile and resume to successjobs@glance.net, tell us something about yourself.