About BigPanda:

BigPanda helps businesses prevent and resolve IT outages with their platform for Event Correlation and Automation, powered by AIOps. Without BigPanda, IT Ops, NOC, DevOps and SRE teams struggle with manual and reactive incident response capabilities that are badly suited for the scale, complexity and velocity of modern IT environments. This results in painful outages, unhappy customers, growing IT headcount and the inability to focus on innovation. Fortune 500 enterprises such as Intel, Cisco, United, Nike, Marriott and Expedia rely on BigPanda to prevent outages, reduce costs, and give their teams time back for digital transformation. BigPanda helps organizations take a giant step towards Autonomous IT Operations by turning IT noise into insights and manual tasks into automated actions. BigPanda is backed by top-tier investors including Sequoia Capital, Mayfield, Battery Ventures, Greenfield Partners and Insight Partners.

We have an awesome team of motivated, knowledgeable, fun-loving, and friendly Pandas. We provide comprehensive health coverage, competitive comp, and all the best perks, but more importantly, we offer a supportive, collaborative, and innovative environment to empower you to do the best work of your career.

About the Role:

BigPanda is looking for an experienced Solutions Architect to join our growing Customer Success team. In this role, you will be the thought leader, the technical expert, and the product subject matter expert who ensures our customers are successfully onboarded and fully utilize our product throughout their lifecycle.

In addition to working with customers, you'll be the bridge between our Sales, Product, and R&D teams to ensure that we leverage our technology to provide the most relevant solutions for our customer.

This position reports to the Director of Professional services and must be able to support customers on PST and CST. 

Responsibilities:

• Expertly manage the complete end-to-end onboarding of new BigPanda customers from kickoff to a fully integrated production system.
• Serve as a subject matter expert by recommending best practices and providing use cases that solve customers' needs and goals.
• Provide on-site training and guidance to technical and non-technical project stakeholders.
• Troubleshoot issues reported by clients (generally involving clients’ monitoring tools).
• Work closely with the Sales, Support, Product, and R&D teams to flesh out new features.
• Train both technical and business users to fully utilize the capabilities of our product.
• Train, enable, and shadow partner teams to ensure successful partner strategy.
• Collaborate with our partners during the onboarding phase to ensure our methodologies and high-quality levels are maintained.
• Act as a domain expert in the monitoring space.

Requirements:

• 5+ years of experience as a Solutions Architect, Technical Consultant, or similar; at least 2 years of experience in a customer-facing professional services role. 
• Prior experience with SaaS implementation or integration work is required. 
• Architect-level comfort around coding and relevant terminology; should be able to understand logic and communicate with technical stakeholders.
• BS degree in Computer Science, Information Technology or other relevant field. 
• High-energy, self-motivated, and able to “own” projects from end-to-end. 
• High level of professionalism, especially when interacting with customers. 
• Able to understand customers’ processes and technical challenges while providing creative solutions; extremely detail-oriented. 
• Strong sense of teamwork while also able to solve problems independently.
• Able to travel up to 25% for certain for project kick-off and training when safe to do so. 

Nice to Have:

• Familiarity with the monitoring and/or the ITSM space.
• Previous experience as a leading Monitoring Architect or a NOC / SRE Manager.
• Experience with Netcool or Tivoli.

Perks:

Work with a collaborative team and enjoy a highly driven culture that is committed to personal and professional development! Other company perks include:

• Virtual events, fireside chats, happy hours, and other opportunities to interact with the team
• Medical, Dental, and Vision coverage and 401k
• Flex PTO & 11 Company Holidays
• Life Insurance & Disability Coverage
• Flexible Spending Account
• Pre-tax commuter benefits (when we're back in the office!)