Solution Architect

Responsibilities

• Engage with end users and customer stakeholders to gather requirements and troubleshoot issues with Wickr services.
• Identify needs to improve customer support and document the “as-is” environment, identifying design improvements for scalability, reliability, and security.
• Develop and document standard operating procedures (SOPs), runbooks, and knowledge articles for messaging and collaboration service operations and support.
• Collaborate with security, networking, and collaboration/tooling teams on integration challenges, such as directory services, identity, logging, and monitoring platforms.
• Maintain service health, usage, and capacity; implement alerting and reporting for key metrics.
• Plan and execute upgrades, patches, and configuration changes, following change-management processes.
• Provide training and guidance to internal help desk and engineering teams on features, policies, and support processes.
• Act as primary technical liaison for advanced troubleshooting or roadmap input.

Job Requirements

• 7-10 years overall IT experience.
• 3+ years working with AWS infrastructure in a sysadmin, devops, or cloud engineering role.
• Experience in a senior support, consulting, or technical account manager role leading discovery, documenting customer environments, and recommending improvements.
• Experience conducting workshops or interviews to understand user adoption, pain points, and training needs.
• Hands-on experience administering AWS Wickr and/or Wickr Enterprise (network admin, cluster admin, or similar role).
• Ability to operate in ambiguous environments, perform discovery, and propose a structured plan to manage Wickr services.
• Experience setting up and configuring Wickr networks, user provisioning, security policies, retention, and compliance settings.
• Experience integrating Wickr with identity providers like Active Directory, Azure AD, Okta, or other SAML/OIDC services.
• Experience troubleshooting real-time communication issues such as connectivity, media quality, federation, client configuration, and endpoint problems.
• Strong communication skills to explain technical concepts to senior leadership and customer stakeholders.
• Security+ CE certification is required.
• One of the following Associate level AWS certifications is required: AWS Certified Solutions Architect – Associate or AWS Certified CloudOps Engineer - Associate.