Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

We are actively seeking a Customer Architect based in Canada with a strong understanding of technology and hands-on experience in key IT domains, notably Observability, Cybersecurity, and Enterprise Search. This role requires fluency in both English and French, as you will engage with customers in bilingual environments.

You should possess a strong technical background, preferably with experience in cloud-based software solutions. We value individuals who are passionate about staying at the forefront of technology trends, have a growth mindset, and are excited to learn and implement new technologies. While previous experience with Elastic solutions is not a prerequisite, an eagerness to adopt our suite of solutions and apply them effectively to solve our customers' challenges is critical.

This key role involves not only driving the adoption of Elastic solutions by aligning them with customer business objectives but also onboarding customers, securing adoption, and facilitating expansion.

What is The Role?

As a Customer Architect, you will be the Trusted Technical Advisor, working in tandem with the customer and complementary groups like Field and Services Teams to ensure that Elastic solutions exceed customer expectations. Your technical expertise, business acumen, and ability to deliver value will enhance the customer experience, leading to ongoing satisfaction and expansion within the Elastic portfolio.

A crucial part of this role is defining and communicating technical success criteria for our customers. You will craft detailed Technical Success Plans tailored to each customer’s goals and key metrics. These plans serve as roadmaps, outlining the optimal deployment and consumption of Elastic solutions, detailing steps for implementation, key milestones, and success metrics.

By executing these plans, you will be seen as a trusted advisor, guiding customers toward their desired outcomes, ensuring their success, and driving deeper engagement with Elastic solutions.

What You Will Be Doing: Ensure customers derive significant value from Elastic solutions, eliminating technical friction, and driving increased adoption and consumption. Collaborate closely with the account team, including the Account Executive and Solutions Architect (Pre-sales Engineer), to provide ongoing technical coverage and support while the team focuses on identifying new opportunities. Define and execute Technical Success Plans for each customer, ensuring optimal use of Elastic solutions to achieve business objectives. Guide customers through their technical journey, from onboarding to continued adoption and expansion. Clearly articulate the value proposition of Elastic solutions and align them with the customer's business goals. Work closely with customers to identify and resolve technical challenges, ensuring a smooth implementation and increased utilization of Elastic solutions. Act as a bridge between customers and support teams, ensuring an optimized resolution experience that enhances customer satisfaction. Partner with the Services Team to deliver personalized, frictionless solutions tailored to customer needs. Develop a deep understanding of customers' business requirements and translate them into technical solutions leveraging Elastic products. Identify opportunities for expansion—at which point the account team takes over to drive growth in annual recurring revenue (ARR). Foster strong, ongoing customer relationships to drive continuous value and increase ARR. Continuously assess customer usage of Elastic solutions, proactively recommending enhancements and upgrades to drive further adoption. What You Will Bring: Fluency in French and English is required to support customers in bilingual environments. Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field is highly preferred. Seeking candidates located in Canada’s Eastern Time Zone, with the ability to support customers across various regions. Proven experience in a similar role such as Solutions Architect, Technical Consultant, or Pre-sales Engineer, preferably with hands-on experience in Observability, Security, or Enterprise Search. Familiarity with Elastic solutions (Elasticsearch, Logstash, Kibana) or equivalent technologies is a plus. Strong communication and presentation skills, with the ability to engage both technical and non-technical stakeholders. Excellent interpersonal skills, with the ability to build trusted relationships with customers and internal teams. Demonstrated problem-solving skills, with a track record of delivering innovative solutions. Ability to manage multiple projects simultaneously and meet deadlines. Security Clearance Status is preferred 

This is an exciting opportunity to shape the customer journey, drive adoption, and be at the forefront of innovation with Elastic solutions in Canada. If you are passionate about technology, customer success, and thrive in a dynamic environment, we’d love to hear from you!

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

Competitive pay based on the work you do here and not your previous salary Health coverage for you and your family in many locations Ability to craft your calendar with flexible locations and schedules for many roles Generous number of vacation days each year Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service Up to 40 hours each year to use toward volunteer projects you love Embracing parenthood with minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)

Elasticsearch develops and distributes encryption software and technology that is subject to U.S. export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Russia, Syria, the Crimea Region of Ukraine, the Donetsk People’s Republic (“DNR”), and the Luhansk People’s Republic (“LNR”). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.

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