Technical Solutions Engineer

About Artos: At Artos, we build tools that help biopharma companies create and manage their R&D documentation in a fraction of the time. If you’re looking to join a team whose mission is to fundamentally change the way that drug development gets done, we’d love to talk to you. The Role: We're looking for a Technical Solutions Engineer to bridge the gap between engineering and customer success. This is a deeply technical, customer-facing engineering role. You'll become the primary technical contact for customers deploying Artos both via our cloud and in BYOC contexts, helping them successfully install, configure, troubleshoot, and scale the platform. You'll investigate complex technical issues, diagnose problems down to root cause, and work closely with our engineering team to resolve them. You'll also own much of the technical documentation our customers rely on—from deployment guides and architecture documentation to engineering responses for security and compliance reviews. This role is ideal for someone who enjoys debugging distributed systems as much as working directly with customers. You'll spend your time solving real technical problems rather than routing tickets, and you'll have significant ownership over the customer experience.

What You'll Do: Own customer technical success

• Serve as the primary technical point of contact for customers deploying Artos into their own cloud environments.

• Help customers configure infrastructure, permissions, networking, authentication, and other deployment requirements.

• Investigate and resolve technical issues that arise during implementation and production usage.

• Diagnose customer-reported issues by tracing behavior from symptoms through logs, infrastructure, and application code to identify root causes.

• Escalate and partner with engineering when product changes or deeper investigation are required.

Build and maintain technical documentation

• Own customer-facing technical documentation, including deployment guides, architecture references, integration documentation, and troubleshooting resources.

• Create and maintain engineering documentation required for customer security reviews, compliance questionnaires, and technical due diligence.

• Continuously improve documentation based on customer feedback and recurring support patterns.

Collaborate across engineering and customer teams

• Partner closely with engineering to reproduce issues, validate fixes, and improve product reliability.

• Work alongside Forward Deployed Engineers on larger or more complex customer implementations.

• Collaborate with Implementation and Customer Success teammates to translate customer needs into technical solutions.

• Identify recurring customer challenges and help improve the product, tooling, and deployment experience.

What We're Looking For:

• Strong software engineering fundamentals with experience debugging production systems.

• Experience deploying or supporting cloud-native applications on AWS, Azure, or GCP.

• Comfort working with containers, networking, authentication, IAM, APIs, and modern infrastructure.

• Excellent troubleshooting skills, with the ability to independently isolate complex technical issues.

• Strong written communication skills with experience creating technical documentation.

• Ability to communicate effectively with both engineers and non-technical stakeholders.

• A bias toward ownership, curiosity, and solving customer problems end-to-end.

Nice to Have

• Experience supporting enterprise SaaS customers.

• Familiarity with Kubernetes, Docker, Terraform, or infrastructure-as-code.

• Experience responding to enterprise security questionnaires or compliance reviews.

• Experience supporting BYOC or self-hosted enterprise deployments.

• Familiarity with AI/LLM infrastructure or modern ML platforms.

Other Information: Very comfortable working in a fast-paced and intense startup environment Willing to work in-person in our office in Mission Bay 4-5 days/week Likes matcha KitKats, believes every LLM prompt is just Schrödinger’s cat waiting to be observed, and knows too many random facts about the Mongol postal system