Solutions Architect, Customer Success - US (Remote)

About the role

Fiddler is an AI observability platform that helps organizations deploy trustworthy and transparent AI solutions. Our Solutions Architect, Customer Success role focuses on driving successful onboarding experiences, being a trusted technical partner, championing customer voice, becoming a domain expert, delivering seamless integrations, accelerating platform adoption, and uncovering and driving expansion opportunities.

Responsibilities

• Drive successful onboarding experiences by architecting and implementing onboarding solutions, aligning customer goals with Fiddler's capabilities, and ensuring deployments are delivered on time, with precision, and with clear success criteria met.
• Build strong relationships with data science and ML engineering teams, guiding them through every stage of their AI observability journey and ensuring they realize measurable value from Fiddler.
• Lead ongoing technical engagements, status syncs, roadmap discussions, QBRs, and escalation management to ensure customer feedback influences our product roadmap and long-term strategy.
• Become a domain expert in AI Observability by mastering Fiddler's platform and helping customers operationalize observability best practices, improving model transparency, performance monitoring, and compliance across their ML lifecycle.
• Write custom integration code that connects Fiddler to customer data ecosystems using tools like Snowflake, Airflow, MLflow, S3, Kafka, and more, ensuring robust, scalable, and secure pipelines.
• Build and refine integration patterns between Fiddler and common data platforms, workflow tools, and ML infrastructures to reduce time-to-value for new customers.
• Identify new ways Fiddler can provide impact, whether through advanced observability use cases, expanded integrations, or deeper model governance, helping drive renewals and growth.

Requirements

• Bachelor’s degree in Computer Science (AI/ML focus), Statistics, Mathematics, or related field with 5-7+ years of professional experience.
• 2+ years of hands-on experience deploying, monitoring, or maintaining ML models in production environments.
• Excellent communication, presentation, and storytelling abilities; able to distill complex technical concepts into clear, actionable insights for both technical and executive audiences.
• Strong organizational and project management skills, with the ability to balance multiple customer engagements and priorities.
• Demonstrated collaboration across cross-functional teams—Product, Engineering, and Delivery—to drive customer outcomes.
• A customer-first mindset with empathy, curiosity, and a deep sense of ownership for delivering value.
• Passion for continuous learning and a desire to inspire customers and peers through thought leadership and technical credibility.
• Understanding of data science concepts, model interpretability, and explainability techniques used in modern ML systems.
• Working knowledge of data and workflow tools such as Hadoop, MongoDB, Snowflake, BigQuery, Spark, Kafka, Kinesis, RabbitMQ, Airflow, MLflow, Luigi, Kubeflow, or Argo.
• Experience with machine learning frameworks like TensorFlow, PyTorch, or Scikit-learn.
• Proficiency with Kubernetes and cloud platforms (AWS, Azure, GCP).
• Familiarity with the ML/DS lifecycle, including feature generation, model training, deployment, monitoring, and evaluation (batch and real-time scoring via REST APIs).
• Understanding of emerging AI technologies—Generative AI, Large Language Models (LLMs), RAG architectures, and agent-based systems.

Qualifications

• Passionate about building trust into AI to enable society harness the power of AI.
• Enjoy working alongside smart, driven peers who genuinely care about both customer success and each other’s growth.
• Willingness to work remotely 3 days a week in the San Francisco Bay Area if offered the role.

Skills

• Technical expertise in AI Observability, ML/DS lifecycle, and emerging AI technologies.
• Strong communication and presentation skills.
• Project management and organizational skills.
• Collaboration and teamwork.
• Customer-centric approach.
• Continuous learning and thought leadership.

Benefits

• Competitive pay + equity
• Premium health, dental & vision (100% premium coverage for employees)
• 401(k) plan
• Annual Caltrain pass
• Monthly in-office massages
• Fastrak reimbursement
• Lunch provided Mon–Thurs