The posting
Industry leader? Well, how about an industry creator?!
WalkMe, an SAP company, pioneered the world's leading Digital Adoption Platform, helping organizations navigate change across any application or system. Today it is the platform that drives AI adoption across the enterprise. Enterprise work stays fragmented across applications, and that fragmentation compounds as AI advances. Traditional training and vendor-provided help leave organizations managing change one application at a time. WalkMe guides people through change, brings AI into the flow of work, automates tasks and shows executives how workflows perform. Global leaders including IBM, Nestlé, Thermo Fisher Scientific, and the U.S. federal government trust WalkMe. WalkMe turns AI potential into AI performance.
So, if you’re an expert in your field, and looking for an opportunity to work, collaborate, and innovate with some of the most talented people out there, WalkMe is the place for you!
As a Technical Architect at WalkMe, you’ll sit between Solution Architecture and Account Management, helping customers deploy, integrate and get the most out of our platform. You’ll own the technical side of delivery for complex organizations: infrastructure, deployment, integration and long-term technical strategy. Your job is to make sure customers have the right foundation in place to succeed with digital adoption.
You’ll be both the technical expert and the quarterback, leading customers through complex deployments with confidence, clarity and care. You’ll work closely with customers to understand their environments and requirements, give hands-on guidance, and partner with Product, Engineering, Support and the Customer Success team so technical decisions line up with customer goals and our product roadmap. You’ll communicate proactively, move with urgency, and stay adaptable when things move fast or aren’t clear.
What you'll own
- Customer onboarding and technical readiness: Lead new customer onboarding and make sure environments are ready for deployment, including network configuration.
- Deployment and integration: Deploy and integrate WalkMe into customer environments. That includes connecting identity providers, configuring browser extensions, setting up API integrations and making sure workflows run smoothly end to end.
- Technical advisory: Act as the main technical advisor for your accounts. Talk through different architecture setups and their trade-offs, and give best-practice guidance on deployment, performance and reliability.
- Troubleshooting and escalations: Troubleshoot deployment issues, including browser/OS compatibility and performance. Join high-severity cases as a product expert and customer advocate.
- Ownership and risk management: Take full ownership of your work, push things forward, clear roadblocks, and flag risks or blockers early.
- Strategic direction: Plan and advise on solutions and enhancements that support the customer’s business needs and long-term technical continuity.
- Cross-functional liaison: Be the link between customers, Product, Engineering, Support and the Customer Success team. Close gaps, run the conversations and keep everyone aligned on features, technical hurdles and the roadmap.
- Customer education: Help customers understand how the platform works technically, including infrastructure, privacy and security.
- Documentation: Write and maintain technical documentation such as installation guides, configuration guides and troubleshooting materials.
- Relationships: Build trust with customers, know them well, and speak up for them inside WalkMe.
What you need to succeed
- Experience with web technologies (JavaScript, HTML, CSS) and building with APIs
- Knowledge of Chromium-based extension APIs and permissions
- Hands-on software deployment experience across Windows, macOS and VDI, including mass deployment tools and policies
- Experience with Identity and Access Management, including setting up identity provider integrations and working with SAML, OAuth, OIDC, SSO and MFA
- Working understanding of SaaS architecture, cloud delivery models and IT infrastructure (servers, databases, networking, compute)
- Familiarity with tools like JIRA and internal knowledge bases
- Strong communicator who sets expectations, shares updates proactively, listens with empathy, and adjusts the message for C-level, technical and business audiences
- Strong project management skills and a track record of running several deployments at once and delivering on time
- Comfortable with ambiguity and able to solve open-ended problems when there’s no set process
- Able to turn customer needs into technical requirements
- Customer-service mindset; IT helpdesk or customer-facing technical experience is a plus
- Driven and fast-moving: you follow through quickly and don’t let blockers slow you down
- Collaborative: we’re one team, and we support each other
- Bachelor’s degree in Computer Science, Engineering, IT or a related STEM field, or equivalent experience
- Experience in the digital adoption space is preferred
At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.
WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.
TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.
