Customer Support Solution Architect

OK, so let's start with a few words about Alokai.

Alokai is an award-winning and pioneering global technology startup setting a new standard in online shopping. Alokai is a Frontend as a Service solution that simplifies composable commerce. It connects all the technologies needed to build and deploy fast & scalable ecommerce frontends.Founded in 2021, Alokai (prev. Vue Storefront) is a best-in-class composable commerce solution and market-leading Frontend as a Service currently used by 3000+ live stores around the world. With a remote, global team of 100+ people and offices in San Francisco and Warsaw, Poland, customers include Movado, SPAR Inc., or Brompton Bikes. Supported by 130+ partners and a community of 10,000+ developers, Alokai and its leaders are recipients of several industry awards, including Europe’s top tech startup prize and recognition from Forbes magazine.

Alokai is a Frontend-as-a-Service that provides several tools to help customers build performant, scalable, and customizable eCommerce storefronts. From UI libraries and integrations, to deployment and monitoring, we help businesses to build the ideal headless commerce experience.

Our products help development teams from the top enterprise companies worldwide to build outstanding frontend experiences leveraging composable architecture. We accelerate the groundwork, empower with best practices, and simplify the most complex scenarios. We were the first to market this type of product in 2017, and since then, we have strengthened our market leader position through fast innovation and a deep understanding of customers' problems. 

About your role

As a Customer Support Solution Architect, you will be the technical pillar of our Customer Support team and support us in distributing our innovative platform.
You will be working closely with our partners and Enterprise customers, engaging with their technical decision-makers and teams in helping with design, best practices, and troubleshooting while implementing our solution to meet their needs.
You will have a background in Software Engineering and a deep understanding of the eCommerce industry. You will be a confident and articulate communicator and comfortable speaking with customer stakeholders, including the tech team, CTO/CIO, and business line stakeholders. Your communication skills will be key in providing assistance in both video calls and written communication with your customers. You will take a solutions-oriented approach to problem-solving to deliver high-quality work. 

What will be your mission?

• Present Alokai’s platform and participate in customer meetings to discuss and finalize technical questions
• Support customers in the implementation of the Alokai solution, serving as a trusted advisor
• Support customers with the development of the overall architecture and a migration strategy, including customer’s 3rd party solutions
• Create conception, implementation, and presentation of our demo configured for the customer-specific use case
• Support the Customer Success team with product-related technical questions
• Complete code audits and performance reviews for customers
• Collaborate with the Product team representing the customer voice in product planning
• Manage and provide answers to technical questions in Slack, Freshdesk and Jira
• Become an expert in the MACH (Micro-services, API first, Cloud Native, Headless) principles

What do we expect you to have?

• 5+ years of professional front end development experience (at least two years in the eCommerce industry): modern web languages, HTML, CSS, frameworks (e.g., Vue.js, Nuxt, React, Next, jQuery, Node.js, Express, Bootstrap), React or Angular, and JavaScript libraries.
• 3+ years of experience as a SaaS technical consultant or Customer Success Engineer with a proven track record of success
• Ability to collaborate effectively with various teams throughout the organization
• Highly motivated approach to gaining knowledge, especially in the context of web, cloud, and retail technologies
• A fundamental understanding of customer requirements and “translating” them into product features and modern software architectures
• DevOps/Cloud knowledge, including an understanding of Kubernetes and experience managing common deployment issues, is a strong plus
• Fluent English (any other language skills are a plus)
• Excellent communication skills and confidence in engaging with a multitude of stakeholders (up to C-level)
• Team player with high self-motivation and a pronounced “can do” attitude
• Willingness to travel (up to 10%)
• Sharing our values: 

• Vibe - you say what does not fit. You give feedback, and you listen to critical feedback as well.
• Self-driven - everyone's opinion is essential, but ownership is more important. You understand that someone has to take responsibility for the decision and how it affects the whole product or company.
• Focus - you stay aligned with what and how we act as a company. You move your WIGs (Wildly Important Goals) further. You take responsibility for your work and overlook the health of that area,

What can you expect?

• Senior and experienced team
• Budget and tools for your skills Growth
• Fully Remote work with flexible working hours
• Values-driven culture, friendly and supportive work environment
• Contract type tailored to your need
• Flat organizational structure: it helps to focus on what’s essential - have no barriers in communication, no Corpo-language, no going things around, no need to do things differently than most smartly and efficiently.
• Benefits: flexible working hours, working from wherever you want. Depends on the type of contract you choose.