Client Solutions Architect

Our customers are large enterprises with complex data, integrations and reporting needs. When something isn’t working for them, it is your job to understand the technical solution to their problem, whether that’s data that doesn’t match, an integration that breaks, or a report that doesn’t answer the question they are actually asking.

You will be the technical bridge between our customers and our product and engineering teams. You will sit with customers, figure out what is really going on, quickly diagnose the cause, and come back with a solution. You will report to our Chief Customer Officer and work alongside our Enterprise Account Managers on our largest accounts.

A big part of the job is judging feasibility. A customer request can sound simple in a meeting and be very hard, or nearly impossible, to build. You will translate what the customer is asking for into what it would really take, lay out the options and trade-offs, and turn the chosen approach into clear, testable requirements our engineers can build from.

What You Will Do

• Run technical discovery with customers to understand their workflows, data, systems and the problem behind each complaint.
• Reproduce and diagnose issues across our platform, integrations and reporting quickly, using SQL, logs, APIs and the data itself rather than guesses.
• Assess the technical feasibility and rough effort of customer requests, and present options (quick fix, workaround, proper build) to Account Managers, customers and engineering.
• Push back, with reasons, when a request is much harder than it looks, so we don’t promise customers what we can’t deliver.
• Write product requirements documents with clear scope, testable acceptance criteria and priorities, and hand them to engineering.
• Design solutions for new customer requirements, integrations and rollouts, and check what we ship against what the customer needed.
• Lead the technical side of escalations on major accounts, including root-cause write-ups and follow-through.
• Support Account Managers and Account Executives on technical questions, security reviews and solution design.
• Build up documentation: integration guides, data definitions and known-issue runbooks.

• 5+ years in a customer-facing technical role at a B2B SaaS company: solutions architect, solutions engineer, technical account manager, implementation lead or similar.
• Real hands-on technical depth: you can read code and logs, debug API calls and data pipelines, and find the root cause yourself rather than waiting on engineering.
• Strong SQL and comfort working directly with data to find and prove the root cause of a problem.
• Working knowledge of APIs, data integrations (files, SFTP, ETL), cloud platforms such as AWS, and BI/reporting tools such as Power BI or Tableau.
• Sound judgment on technical feasibility and effort, and the confidence to say “this is harder than it sounds” and explain why.
• Experience writing requirements or specifications that engineering teams have built from. Please bring an example.
• The ability to explain technical problems to non-technical executives, and business problems to engineers.
• Ability to work on-site in our Dedham, MA office five days per week, with occasional travel to customer sites alongside our Enterprise Account Managers.

Nice to Have

• Experience with retail, telecom or banking customers, or with retail execution, merchandising or field-execution software.
• Prior experience as a software, data or support engineer.
• Product management or business analyst experience.
• Experience with enterprise security reviews and questionnaires.
• Python or another scripting language for data work.

• Base salary: $135,000 - $160,000, depending on experience.
• Medical, dental, vision, 401(k), and paid time off., * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

One Door is a profitable, established enterprise SaaS company whose platform runs merchandising and in-store execution for some of the largest carrier, banking and retail networks in the world. Our customers use One Door to keep hundreds or thousands of physical locations (stores, branches, retail doors) consistent, on-brand and measurable.