At a Glance
- Tasks: Transform how enterprises build software and drive customer success with innovative solutions.
- Company: Join a dynamic tech company focused on empowering teams in a software-first world.
- Benefits: Enjoy flexible time off, equity options, health insurance, and premium remote work equipment.
- Other info: Remote-first culture with a commitment to efficiency in the hiring process.
- Why this job: Be a key player in shaping the future of software development for top global companies.
- Qualifications: Experience in technical roles, strong understanding of software development, and customer engagement skills.
The predicted salary is between 48000 - 72000 £ per year.
We are hiring a Solutions Architect to support our EMEA customers. Reporting to our Head of Global Client Experience, you will work directly with some of the world’s largest enterprises to fundamentally transform and accelerate the way thousands of developers build software. You will collaborate hands-on with engineering teams to architect and implement solutions that make them exponentially more productive. Your north star: drive customer success and deliver value through Ona, from proof of value through renewal and expansion.
Who we are: We are a talent-dense group of people who transform how software is created, working to empower every company, every team, and every individual to succeed in a software-first world. We have found product-market fit and are scaling with high velocity towards repeatable go-to-market fit. We care deeply, and for many of us, building Ona is our life’s work. Our operating principles are an honest representation of how we build relationships and make decisions. We choose colleagues carefully based on merit and their authentic alignment with these principles. If you are energized by the above, we would love for you to apply!
Role responsibilities: Our operating principles are a core responsibility of every role. We expect anyone that joins the team to take an active part in forming and enhancing our culture by living them out.
- Own end-to-end technical success of enterprise customers in post-sales, from proof of value through renewal and expansion.
- Design and implement optimal Ona environments and provide hands-on technical coaching to drive success.
- Deeply understand customer workflows and AI developer initiatives.
- Improve onboarding efficiency through tooling development and product feedback.
- Develop repeatability through documentation, resources, programs, and workshops to drive enterprise customer success at scale.
At the end of your first 30 days, you will have:
- Deeply understood the product, the problems it solves, and how it operates.
- Grasped our onboarding methodology to the extent that you can run implementation with minimal support.
- Built relationships with key internal stakeholders on the GTM and Product Engineering teams.
- Taken ownership of your account portfolio by establishing customer relationships, completing technical account audits, learning customer tech stacks, and strategising a path forward.
- Made 3 meaningful improvements to our process using Ona.
About you: You work in alignment with our operating principles. You are a seasoned technologist. You understand the basics of computer science, software development, developer tools, containerisation, and cloud infrastructure. Whether discussing system architecture or implementation details, you have a strong foundation that successfully guides the customer towards success regardless of the topic. You are solutions-oriented and clever enough to read the manual, identify problems, and drive forward meaningful next steps that put customers at ease. You are every customer’s favourite partner. You take full responsibility for the success of the customer and anything that comes along with it: their frustrations, pain points, unlocks, and progress. Whether it’s finding a meaningful workaround or crafting a completely new approach, you are relentless in your pursuit of empowering customers towards success. Your meticulous attention to detail, rapid iteration, and ability to make the right trade-offs is what makes everyone you work with say “no one does it better.” You are a product evangelist. Your passion for the product is contagious. Customers trust your insight and intuition because you genuinely understand both their pain and Ona’s potential. When gaps exist between needs and capabilities, you become the bridge - collaborating with internal teams to evaluate options, champion improvements, and ensure we evolve the product in the direction of the customer. You find joy in solving complex problems and appreciate both the art and science required to build something that matters.
Additionally, we are looking for someone with most of the following:
- Significant experience and impressive outcomes in a technical, customer-facing role driving success within large enterprises from regulated industries up to the F500.
- Direct experience working with technical personas (Developers, Architects, Security).
- Expertise in platform engineering and developer productivity practices.
- Familiarity across a wide range of frameworks and tools that make up the software development life cycle at an enterprise company (SCM, IDE, DBs, Infra, etc).
- In-depth cloud experience: AWS (preferred), Azure, and/or GCP.
- High-growth, early stage startup experience.
- Willingness to travel to customers as needed.
We use these tools and expect you to have familiarity with most of them: Ona, Pylon, Linear, SFDC, Gong.
Benefits: Flexible paid time off including holidays that are most meaningful to you, employee-friendly equity terms (extended exercise), health insurance (location dependent), wellness allowance, premium work-from-home equipment, regular company off-sites.
Interview process: We are remote-first and so is our hiring process. We are conscious of your time and are committed to being as efficient as possible.
- Intro call
- Hiring Manager Interview
- Head of People Interview
- Technical Challenge
- CEO Interview
As a final step, we will set reference calls with people that can speak directly to your performance. Additionally, we will run a full background check (location dependent).
Customer Solutions Architect - EMEA employer: Ona
At Ona, we pride ourselves on being a dynamic and innovative employer that empowers our employees to thrive in a software-first world. Our flexible work culture, commitment to employee growth, and focus on collaboration create an environment where you can make a meaningful impact while working with some of the largest enterprises in the EMEA region. With benefits like flexible paid time off, wellness allowances, and premium work-from-home equipment, we ensure that our team members are supported both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Solutions Architect - EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ona. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ona before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Solutions Architect - EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ona:Your cover letter is your chance to shine! Tell us why you want to work at Ona specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ona!
How to prepare for a job interview at Ona
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
