Senior Architect

M9 Solutions is seeking a

• Provide orchestration between engineering and operation teams.
• Help define standard methods and procedures for ensuring optimum performance for technical teams and customers.
• Transition on premise products to cloud solutions.
• Ensure team members maintain systems that are resilient, scalable, fault-tolerant, performant, and low-cost.
• Focus on operational excellence and work with product/engineering teams to establish requirements and implement high end technical solutions.
• Conduct capacity/demand forecasting, tracking of solution costs, measuring, and response to quality issues.
• Provide proactive support, helping to solve highly complex technical problems at the root cause level to prevent classes of issues, not just occurrences.
• Assess and understand the impact, severity, and urgency of issues.
• Provide consultation to a customer to extract maximum value from the products by answering product-specific questions to enhance the customer experience.
• Work alongside a customer's technical team to assist in extracting the maximum value from their products.
• Participate in critical escalation calls with the customer and describe technical details in a clear and concise manner, appropriate to the level of technical capability of the audience.
• Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolutions.
• Achieve outstanding results across a range of key performance indicators, including customer net promoter score, resolution time, and adherence to service level goals.
• Collaborate and communicate with all other internal relationship management groups to improve the customer experience.
• Maintain an advanced level of knowledge on products and new vulnerabilities and/or threats.
• Aim to identify known/unknown unresolved product defects and engage engineering with speed and precision.
• Identify and share opportunities for formal training, professional services consultations, and product upsells.
• Set and manage expectations with customers, including regular and timely communications.
• Assist customers with the implementation of workarounds/solutions.
• Identify data requirements and assist with data collection.
• Participate in after-hours coverage for customer escalations on a scheduled basis.
• Mentor other technical resources.
• Conduct remote sessions and on site visits with customers.
• Author knowledge based articles and social networking site communications.
• Facilitate training to other technical resources.
• Create micro-focused training sessions (aka lunch after learning).

• Work Authorization: US Citizenship is required.
• An active Secret clearance with the ability to obtain a Top Secret clearance is required, an active Top Secret clearance is preferred.
• Experience with the following skills:
  • System Administration.
  • Network Administration.
  • Network Security.
  • Threat Assessment.
  • Cloud Technologies.
• Ability to implement Security Endpoint and Network based solutions across the enterprise.
• Customer focused with a proactive and responsive approach.
• Ability to understand and define customer needs.
• Excellent verbal, written communication, and strong problem-solving skills.
• Ability to communicate complicated issues at multiple levels, adjusting in style and content to recognize the differing needs of customer audience.
• Strong, proven customer service skills and experience supporting customers in large/global scale environments.
• Ability to multitask, prioritize job requirements, and meet deadlines.
• Ability to effectively communicate status updates to various audiences, including customers, sales, management, and peers.
• Friendly and approachable personality with positive attitude.
• Ability to build a solid rapport and gain confidence with customers.
• Achieved outstanding results in previous roles and can demonstrate success and progression through own personal development plans.
• Ability to provide exemplary levels of technical case documentation.
• Strong focus on customer satisfaction.
• Ability to work in high-pressure environment without compromising on quality or professionalism.
• Ability to coach and mentor less experienced team members.
• Demonstrate a thirst for learning and the ability to retain and build upon knowledge and experience.

• Associate's degree in a related discipline with 5 - 7+ years of related experience. Equivalent years of directly related experience may be considered in lieu of educational requirements.
• Demonstrated technical proficiency in various security endpoint and network products.
• Ability to write technical documentation and briefings.
• Familiarity with mitigation strategies for various cyber threats.
• Ability to provide knowledge transfer to customer staff for deployed security product sets.
• 6+ years of experience building, configuring, and supporting massive infrastructure at cloud scale using AWS, Azure, or GCP.
• Expert in technology management topics including System Flow, network reliability, real-time system throughput, message brokers.
• Good understanding of AWS, including VPC, IAM, EKS, EC2, or AWS Configuration . AWS experience in all regions.
• Experience working with engineering for maintaining and designing a backend infrastructure.
• Experience with solving scalability and performance problems.
• Experience in message brokers such as Kafka, RabbitMQ, and RDBMS such as MySQL.
• Proponent of change management, design review, code review, quality metrics, automation, and best practices of DevOps.
• Strong experience in Linux operating system and systems administration.

• Salary Range: $60,000/year - $180,000/year
• M9 Solutions' pay range for this position is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include, but are not limited to, responsibilities of the position, education, experience, knowledge, skills, abilities, as well as internal equity, location, alignment with market data, applicable bargaining agreement (if any), or other law.
• M9 Benefits - https://m9solutions.com/why-join-m9/#our-benefits