Customer Success - Solution Architect

As a Customer Success - Solution Architect at Tigera, your main responsibilities include leading technical engagements with customers, assisting in the architecture of their Kubernetes implementations, and providing ongoing support related to our Calico solution. You'll help define security best practices and monitor ingress, egress, and east-west traffic, ensuring successful deployments while advocating for your customers' needs.

Tigera requires candidates for the Customer Success - Solution Architect role to have 10+ years of experience with complex software systems, alongside deep technical skills in Linux administration, IP networking, and DevOps practices. A Bachelor's Degree in related fields and prior experience in customer-facing technical roles, particularly with open-source solutions, is highly preferred.

The Customer Success - Solution Architect plays a crucial role at Tigera by engaging directly with customers, providing expert guidance on Tigera’s Calico solution, and addressing any technical issues they may encounter. This position is vital for ensuring that customers not only achieve successful deployments but also adopt best practices, which ultimately enhances overall customer satisfaction.

At Tigera, the work environment is collaborative and flexible, prioritizing respect and a strong commitment from every employee. The Company embraces a culture of continuous learning and encourages team members to support each other, making it an enriching experience for a Customer Success - Solution Architect to thrive.

The salary range for the Customer Success - Solution Architect position at Tigera is CA$125,000 to CA$150,000, offering competitive compensation aligned with the skills and experience required for this vital role.

Highlight your previous projects involving Kubernetes, detailing how you implemented solutions, optimized performance, and ensured security best practices. Emphasize your hands-on experience and how it has prepared you to guide customers in similar implementations.

Discuss the importance of active listening and empathy. Provide examples of how you’ve ensured transparency, offered sound advice, and been trustworthy in your communication, focusing on solutions that are best for the customer rather than the most profitable.

Share your approach to continuous learning, including attending industry conferences, taking online courses, or participating in relevant webinars. Mention any specific resources you utilize to remain informed about new trends and technologies.

Use the STAR method to narrate a situation where a customer faced a significant challenge. Describe your analysis of the problem, the steps you took to provide a solution, and the positive outcome that resulted from your intervention.

Discuss your understanding of integrating security into the development lifecycle, the importance of defense in depth, and how to secure network traffic in Kubernetes environments. Provide examples of best practices you've employed in previous roles.

Talk about your organizational skills and how you assess the urgency and impact of tasks. Emphasize that you tailor your approach based on customer needs and ensure clear communication throughout the process.

Mention specific tools you have proficiency with for monitoring, logging, and troubleshooting such as Prometheus, Grafana, or ELK stack. Describe how you systematically approach diagnosing and resolving issues.

Identify typical pitfalls such as misconfigured permissions, neglecting security policies, and failing to monitor traffic. Discuss how you've helped organizations mitigate these risks based on your experience.

Share a specific example of a customer who was initially resistant to change. Explain how you employed coaching and provided evidence or case studies to demonstrate the benefits of adopting modern security practices.

Emphasize the importance of building relationships and establishing clear lines of communication. Provide examples of how you facilitate collaboration, share knowledge, and ensure alignment between the customer and your team.