Implementation Architect

About the role

You own the complete technical post-sales journey for Orb customers, acting as the primary technical partner from initial discovery through successful production launch and ongoing optimization. You will deeply understand each customer's unique pricing models and business constraints, then translate those requirements into a practical integration strategy on the Orb platform. You partner directly with customers to design event ingestion patterns, API contracts, and webhook configurations that align with their operational realities. When implementation roadblocks emerge, you diagnose the root cause and collaborate across teams to remove them without losing momentum for the customer. You serve as the trusted advisor who customer engineering teams reach out to when the integration logic becomes complex or ambiguous. You will identify cross-customer patterns in implementation friction and push for product and platform improvements that solve these problems at scale. Finally, you will contribute to the creation of documentation, reference architectures, and best practices that accelerate future implementations and reduce time to value.

Key facts

What you'll do

• Lead implementation kickoffs and technical discovery sessions to map customer pricing models, data architecture, and integration requirements.
• Design and recommend approaches that translate complex business logic such as usage-based pricing, hybrid models, credits, and commitments into Orb's platform capabilities.
• Guide customers through API design decisions, event ingestion patterns, webhook configuration, and invoice customization to meet their specific needs.
• Troubleshoot implementation challenges in real time, isolating issues and unblocking customers so they can maintain momentum.
• Serve as the ongoing technical point of contact for strategic accounts, ensuring continuity and deep contextual knowledge over time.
• Partner closely with Customer Success to enable smooth handoffs, share insights, and support long-term customer health and adoption.
• Build trusted relationships with customer engineering, finance, and product teams to align expectations and resolve issues collaboratively.
• Identify recurring friction points across multiple customers and advocate for product improvements that solve these problems at scale.
• Contribute to the development of documentation, implementation best practices, and reference architectures that accelerate future work.
• Proactively surface risks and dependencies in integration designs, proposing mitigations that keep projects on schedule.
• Support the creation of technical proof-of-concepts and validation tests that de-risk deployments for large, complex customers.
• Collaborate with product and engineering teams to prioritize enhancements based on real-world implementation feedback.
• Monitor implementation health post-launch, helping customers tune their configurations as usage patterns evolve.
• Represent Orb in technical discussions with customer stakeholders, clearly explaining tradeoffs and recommendations without writing production code.

Requirements

• Bring 4+ years of experience in technical post-sales roles such as solutions engineering, implementation consulting, technical account management, customer engineering, or similar positions.
• Demonstrate a strong understanding of APIs, webhooks, and system integration concepts, including the ability to read API documentation and debug integration issues.
• Show comfort with SQL and the ability to navigate complex data relationships while explaining implications to non-technical stakeholders.
• Have a proven track record of owning customer relationships through full implementation and onboarding lifecycles.
• Exhibit a proven ability to translate business requirements into technical architecture and communicate that architecture to diverse audiences.
• Be fluent in technical conversations with engineering teams, even though you do not need to write production code yourself.
• Love being the trusted advisor who customers call when they are stuck, and who takes ownership of figuring out the path forward.
• See problems through to resolution and take accountability for customer outcomes, not just for completing internal deliverables.
• Dig into the "why" behind customer requests, asking probing questions instead of stopping at surface-level answers.
• Move fast and figure things out, embodying the team motto of "you can just do things" when facing ambiguous challenges.
• Spot patterns across multiple customer engagements and push for solutions that scale beyond individual accounts.
• Thrive in a fast-paced environment where priorities shift and you must manage multiple implementations simultaneously.
• Communicate clearly and persuasively with both technical and non-technical stakeholders, adjusting your style to the audience.
• Be comfortable working with incomplete information and making reasonable assumptions while still validating key risks.
• Demonstrate strong ownership and follow-through, ensuring commitments to customers are met or renegotiated proactively.

Nice to have

• Experience with billing, subscription, or revenue management concepts in previous roles.
• Familiarity with event-driven architectures, streaming platforms, and change data capture patterns.
• Background in industries with complex pricing such as telecommunications, media, or enterprise software.
• Experience contributing to open source projects or technical documentation.
• Prior exposure to implementation methodologies or frameworks used in SaaS organizations.

Practical notes

For San Francisco Bay Area, New York, and Amsterdam residents, we have built a hybrid work culture where we are in the office 3 days per week. For remote roles, we ask you to join us in person 1 time per quarter. Our values of customer centricity, minutes matter, run with it, attention to detail, and go further together are at the core of everything we do.