The Enterprise Technical Architect is a senior-level expert who serves as an escalation point for complex technical issues and plays a critical role in ensuring customer satisfaction, stability, and product success. This role plays a key part in re-architecting and redesigning existing technical solutions to improve performance, maintainability, and long-term sustainability. This role is focused on identifying patterns of complexity or fragility in deployed systems and leading efforts to refactor or restructure them to better align with evolving business needs, platform capabilities, and architectural standards. Through deep product expertise, strategic thinking, and cross-functional collaboration, the Enterprise Architect drives modernization of legacy or suboptimal implementations, to drive high-quality support outcomes and ensure customers are positioned for scaled success.
Given the strategic nature of the accounts supported, this role requires a modified workweek of Tuesday through Saturday, including Friday evening queue monitoring to ensure responsive support coverage. Flexibility to provide occasional weekend support during critical production events and high-visibility go-lives is also expected.
What You’ll Do
Advanced Technical Support
- Act as a top-tier escalation point for the most complex or high-impact customer issues.
- Rearchitect solutions to ensure ongoing scalability and supportability
- Diagnose and troubleshoot deep technical problems across integrations, performance, infrastructure, or configuration.
- Work directly with customers to resolve critical incidents and restore business continuity.
Cross-Functional Collaboration
- Partner with Engineering, Product, QA, Professional Services, and Customer Success teams to resolve bugs, influence product improvements, and advocate for customer needs.
- Participate in the incident response process and postmortem reviews.
Technical Expertise
- Deep expertise in:
- Custom solutions involving multiple technology stacks
- Java development
- Python scripting and automation
- ANT build and deployment processes
- Advanced SQL
- Apache Tomcat configuration and troubleshooting
- Strong understanding of:
- ERP systems (GovCon and/or AEC preferred)
- Enterprise integrations (REST, APIs, middleware)
Your First 90 Days
First 30 Days: Learn, Assess, and Build Trust
- Develop understanding of the product architecture, support model, and enterprise customer landscape.
- Review key strategic accounts, active escalations, and high-risk implementations.
- Identify recurring technical pain points, patterns of fragility, and architectural inconsistencies.
- Build strong relationships with Support, Engineering, Product, and Customer Success stakeholders.
- Participate in Tuesday–Saturday coverage rhythm, including Friday evening queue monitoring, to understand escalation patterns firsthand.
Days 31–60: Diagnose, Prioritize, and Influence
- Conduct structured architectural reviews of top strategic or high-risk accounts.
- Identify modernization/refactoring opportunities aligned to platform standards and long-term scalability.
- Propose prioritized plans with measurable impact (performance, stability, maintainability).
- Begin leading complex escalations, driving root cause analysis and durable resolution strategies.
Days 61–90: Lead Modernization and Deliver Impact
- Drive execution of architectural improvements for priority accounts.
- Establish best practices, reference architectures, and design standards to prevent repeat complexity.
- Reduce escalation volume by addressing systemic root causes.
- Serve as a trusted technical advisor to enterprise customers and executive stakeholders.
- Document playbooks and architectural patterns to scale impact across the organization.
Who You Are
- 8+ years of experience in technical support, systems engineering, or software development for a SaaS or enterprise software company.
- Experience with support systems (e.g., Salesforce, Jira) and monitoring/logging tools.
- Deep technical expertise in relevant domains (e.g., cloud infrastructure, databases, APIs, application architecture, or specific product stack).
- Proven ability to handle escalations and engage with executive-level stakeholders.
Your Differentiators
- Exceptional problem-solving and analytical skills with a customer-first mindset.
- Strong communication skills—both verbal and written—with the ability to explain complex technical concepts to diverse audiences.
Our Values
- We are a Team: Employees, customers, and partners working together.
- We are Customer-Focused: Customers are the heart of everything we do.
- We are Driven: Seeking exceptional outcomes.
- We Own Our Success: Every employee has a stake in our company.
- We do the right thing and have fun in the process.
The salary range for this opportunity is $157,000 – $185,000 per year. You will be eligible for employee equity as well as discretionary bonus compensation, subject to plans that may be in effect from time to time. You will further be eligible to participate in Unanet's employee benefits plans and programs. For more details on Unanet's benefits offerings, please visit https://unanet.com/employee-benefits.
Unanet is proud to be an Equal Opportunity Employer. Applicants will be considered for positions without regard to race, religion, sex, national origin, age, disability, veteran status or any other consideration made unlawful by applicable federal, state or local laws.
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