About the Role
We are looking for a Solutions Architect to join the Customer Success Engineering team at
Tessell. This is a senior engineering-focused role chartered with two intersecting missions:
designing scalable technical solutions for our enterprise customers, and re-engineering how the
Customer Success organisation itself operates - with AI at the centre.
You will build AI-powered tooling, automation, and workflows that make the CS team faster,
smarter, and more proactive. You will define the engineering infrastructure behind customer
operations - from intelligent monitoring and incident triage to self-healing runbooks and data-
driven account health dashboards. You will also be the technical authority in customer
architecture discussions, bringing design rigour and product depth to every engagement.
This role is ideal for someone who thinks like a product engineer but communicates like a
customer-success professional - someone who can identify a manual, repetitive process, build
the tool that eliminates it, and then scale it across the team.

Key Responsibilities

AI-Powered Customer Success Operations
.Design and build AI-driven tooling to automate repetitive CS workflows: incident triage,
ticket classification, RCA generation, customer health scoring, and escalation routing.
.Develop LLM-based assistants that help CS engineers debug issues faster - ingesting
logs, error traces, and runbooks to surface actionable resolution steps.
.Build intelligent monitoring and alerting pipelines that detect anomalies in customer
environments and proactively surface risks before customers report them.
.Create AI-assisted billing and cost analysis tools that automate monthly attribution
reports, flag cloud spend anomalies, and generate customer-facing cost summaries.
.Integrate AI tooling into Slack-based CS workflows, enabling contextual search over past
incidents, tickets, and resolution playbooks.
Engineering Tools & Platforms for CS
.Own the internal tooling roadmap for the Customer Success team - identify friction
points, prioritise build vs. buy, and ship solutions that multiply team capacity.
.Build and maintain a CS engineering platform: runbook automation, self-service
diagnostic tools, environment health dashboards, and resource governance utilities.
.Develop tooling to enforce environment hygiene at scale: automated detection of long-
running POC resources, approval workflow enforcement, and cost guardrails.
.Design and implement structured data pipelines that aggregate customer environment
telemetry for trend analysis, SLA tracking, and capacity planning.
.Standardise and automate deployment validation, onboarding readiness checks, and
post-deployment health verification for new customer environments.
Solutions Architecture for Enterprise Customers
.Serve as the technical authority in customer architecture discussions - reviewing
connectivity designs, multi-cloud topologies, and database deployment patterns.
.Design reference architectures for complex customer environments including private-link
topologies, multi-region CP-DP setups, VPN/Transit Gateway configurations, and
dedicated host deployments.
.Evaluate and document customer infrastructure requirements across AWS and Azure:
local zones, Exadata on Azure, Oracle licensing, custom OS images, and private
endpoint design.
.Lead architecture reviews for new customer onboardings, ensuring designs are scalable,
secure, and aligned with Tessell's platform capabilities.
.Contribute to Tessell's internal knowledge base of proven deployment patterns and anti-
patterns derived from customer engagements.
Process Engineering & Continuous Improvement
.Identify and eliminate manual processes across the CS team by building automation,
templates, and lightweight internal products.
.Establish engineering standards for the CS team: code review practices for internal
tooling, documentation standards, observability patterns, and deployment pipelines.
.Define and implement data-driven processes for account health monitoring, proactive
risk identification, and customer lifecycle management.
.Partner with SRE and Engineering to close systemic gaps - including Terraform state
management, readiness validation, and observability for customer-facing features.
Technical Leadership & Collaboration
.Act as the engineering bridge between the Customer Success and Product Engineering
teams - translating operational pain points into well-scoped engineering requirements.
.Mentor CS engineers on debugging methodologies, AI tool usage, and structured
problem-solving approaches.
.Collaborate with pre-sales and product teams on evaluating new customer architectures,
POC designs, and capability assessments.
.Represent the voice of CS operations in product planning, advocating for features that
improve operational efficiency and customer self-service.

Required Qualifications
.6-10 years of experience in solutions architecture, platform engineering, or customer-
success engineering at a cloud or SaaS company.
.Strong hands-on engineering background - comfortable building internal tools,
automation scripts, and data pipelines in Python, Node.js, or similar.
.Practical experience applying AI/LLM tools (OpenAI, Anthropic, LangChain, RAG
patterns) to automate operational or analytical workflows.
.Deep expertise in AWS and Azure cloud services: networking, compute, storage,
managed databases, and observability tooling.
.Experience with infrastructure-as-code (Terraform), Kubernetes/Helm, and CI/CD
pipelines.
.Demonstrated ability to take a manual process, design a solution, build it, and roll it out
across a team.
.Strong communication skills - able to translate complex technical concepts for both
engineering teams and customer stakeholders.

Preferred Qualifications
.Experience building AI-powered internal tools: log analysis bots, smart ticketing systems,
documentation assistants, or similar.
.Familiarity with vector databases (Pinecone, Weaviate, pgvector) and embedding-based
search for knowledge retrieval.
.Background in database technologies: Oracle, PostgreSQL, SQL Server, and managed
DB services.
.Experience with FinOps practices: cloud cost attribution, billing automation, and spend
anomaly detection.
.Prior experience designing multi-tenant DBaaS or platform-as-a-service architectures.
.Exposure to observability tooling (Datadog, Prometheus, Grafana) and building alert
pipelines for production environments.

What You Will Help Us Build
The Customer Success Engineering team at Tessell is evolving from a reactive support model
to a proactive, AI-augmented engineering organisation. As the Solutions Architect in this team,
you will be central to that transformation. You will build the tools that let our engineers spend
less time on toil and more time on high-value work. You will bring architectural rigour to
customer engagements that today rely on tribal knowledge and one-off solutions. And you will
establish a culture of engineering excellence within a function that is often overlooked as a
target for technical investment.
If you are an engineer who has spent time in customer-facing roles and found yourself
constantly thinking about how to build better tooling, automate the repetitive, and bring data and
AI into operations - this role is designed for you.

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