Customer Solutions Architect

About Us 

Fenix24 is a global leader in breach recovery and pre-breach operational recoverability, redefining cyber resilience with the world's first Recovery Dependency Modeling and Recoverability Intelligence Platform, Argos99.  Fenix24's breach recovery team is the largest in the world and has led more than 500 ransomware recoveries in 96 countries, including 30 of the Fortune 500. Pre-breach operational recoverability is founded on that real-world experience and is powered by Argos99 and our Resiliency Operations Center. 

Our recoverability platform is purpose-built by frontline recovery experts and is deployed across hybrid cloud and on-premise environments; delivering measurable improvements in recovery readiness and faster, more confident restoration when ransomware strikes. 

About This Position 

We are searching for a Customer Solutions Architect to join our Fenix24 team. In this role, you will be responsible for the technical success of a portfolio of Argos99 customers after the sale. As their named technical point of contact, you will lead onboarding, configure data sources, and work directly with customers' IT and security teams to build a complete, accurate picture of their environment. When a customer needs something that the platform doesn't do yet, such as a new data source or a ServiceNow integration, you'll design the solution with them and work with our engineering team to deliver it. This is a remote role. Because our customers sometimes need help during active incidents, occasional after-hours availability is expected.

Key Responsibilities 

• Serve as the named technical point of contact for a portfolio of Argos99 customers, from contract signature through renewal. 

• Lead technical onboarding: kickoff, onboarding plan, connectivity and access, and sign-off against agreed success criteria. 

• Configure and validate data sources across identity, endpoint, infrastructure, network and backup systems, and verify data quality in the Argos99 knowledge graph. 

• Design solutions for customer needs the platform doesn't yet cover, including new collectors and integrations such as ServiceNow CMDB, and write clear requirements for engineering. 

• Coordinate customer-side testing and validate delivered solutions with the customer before go-live. 

• Run regular technical reviews on coverage, data health and open issues, and catch problems before the customer does. 

• Triage customer issues, resolve configuration problems directly, and give engineering complete diagnoses for product defects. 

• Support Fenix24's services and incident response teams with Argos99 data and environment context during any assigned customer incidents. 

• Bring customer feedback, recurring needs and onboarding friction back to product and engineering. 

• Other duties as required. 

Qualifications, Requirements & Preferred Skills 

• Bachelor's degree in a technical field, or equivalent practical experience. 

• 5 or more years in a customer-facing technical role, such as technical account manager, solutions architect, implementation engineer, or senior systems or security engineer. 

• Experience leading customer implementations or onboarding projects: building the plan, managing timelines and dependencies, and keeping customer and internal stakeholders aligned through to completion. 

• Strong working knowledge of enterprise infrastructure: Active Directory and Entra ID, Azure and AWS, virtualization, networking and backup platforms. 

• Understanding of APIs, data flows and authentication models (OAuth, service accounts, least privilege) sufficient to design integrations and write requirements. 

• Scripting experience (Python or PowerShell) for troubleshooting and configuration. 

• Preferred: background in security operations, incident response or disaster recovery, and experience with asset inventory, CMDB or CAASM tools, especially ServiceNow. 

• Excellent analytical, organization, and problem-solving skills. 

• Demonstrated strong written and oral communication skills, including strong relationship building skills and leadership capabilities.  
• Ability to form relationships across all levels of the company while modeling Fenix24’s Culture and Values.