解决方案架构师（交付）
Solutions Architect (Delivery)
关于Extend：
Extend正在通过提供由人工智能驱动的解决方案，重新定义零售商及其客户的售后体验，帮助商家提升客户满意度并推动收入增长。我们的全面平台提供自动化客户服务处理、无缝的退换货管理、端到端的自动化履约服务，以及产品和运输保护，同时结合Extend一流的欺诈检测功能。通过将前沿技术与卓越的客户服务相结合，Extend使企业能够建立消费者的信任和忠诚度，同时降低成本并提高利润。
如今，Extend与跨行业的1000多家领先商户合作伙伴合作，包括时尚/服装、化妆品、家具、珠宝、消费电子、汽车零部件、运动与健身等。Extend得到了业内一些最著名的科技投资者的支持，我们的总部位于旧金山市中心。
你将负责：
- 与商户主导售后技术实施对话，进行深入的技术调研，了解他们的系统、集成架构和限制条件，并将发现转化为明确的前进路径。
- 负责技术入职体验，从启动到上线，作为主要技术联系人，与内部工程和产品团队合作，识别并解决任何产品缺口，确保集成为长期成功做好准备。
- 建立并维护商户入职的技术文档——系统架构图、API清单和集成规范——这些文档是跨职能合作伙伴在整个商户生命周期中依赖的资料。
- 构建和维护可重复使用的集成资源库——模板、配置指南和入职手册——以提高一致性并减少解决方案团队中商户组合的上线时间。
- 主导复杂售后问题的调查和解决，与工程和客服团队合作，推动根本原因分析，并向内部和外部利益相关者清晰地传达发现结果。
- 负责上线前的QA测试——包括沙盒测试和集成流程的端到端验证——确保集成在上线前达到高标准。
- 识别并推动AI和自动化机会，以提高运营效率，与内部团队合作推进相关项目。
查看英文原文
About Extend:
Extend is revolutionizing the post-purchase experience for retailers and their customers by providing merchants with AI-driven solutions that enhance customer satisfaction and drive revenue growth. Our comprehensive platform offers automated customer service handling, seamless returns/exchange management, end-to-end automated fulfillment, and product protection and shipping protection alongside Extend's best-in-class fraud detection. By integrating leading-edge technology with exceptional customer service, Extend empowers businesses to build trust and loyalty among consumers while reducing costs and increasing profits.
Today, Extend works with more than 1,000 leading merchant partners across industries, including fashion/apparel, cosmetics, furniture, jewelry, consumer electronics, auto parts, sports and fitness, and much more. Extend is backed by some of the most prominent technology investors in the industry, and our headquarters is in downtown San Francisco.
What you’ll do:
- Lead post-sales technical implementation conversations with merchants, conducting deep technical discovery to understand their systems, integration architecture, and constraints — and translating findings into a clear path forward.
- Own the technical onboarding experience, serving as the primary technical point of contact from kickoff to go-live, partnering with internal Engineering and Product teams to identify and address any product gaps and ensure integrations are set up for long-term success.
- Establish and maintain technical documentation for merchant onboardings — system architecture diagrams, API inventories, and integration specs — that cross-functional partners rely on throughout the merchant lifecycle.
- Build and maintain a library of reusable integration assets — templates, configuration guides, and onboarding playbooks — that improve consistency and reduce time-to-live across the merchant portfolio on the Solutions team.
- Lead investigation and resolution of complex post-onboarding technical issues, collaborating with Engineering and Support to drive root cause analysis and communicate findings clearly to internal and external stakeholders.
- Own pre-launch QA — including sandbox testing and end-to-end validation of integration flows — ensuring integrations meet a high technical bar before go-live.
- Identify and champion AI and automation opportunities that improve operational efficiency, partnering with internal teams to move initiatives from idea to execution.
What we are looking for:
- 4-7 years of experience in a customer-facing technical role such as a Solutions Architect, Implementation Specialist, Technical Consultant, or similar client-facing position.
- Demonstrated track record of independently leading clients or stakeholders through complex technical implementations or integrations, from scoping through go-live.
- Exceptional ability to translate complex technical concepts, architecture, and solutions for both technical and non-technical audiences — including executive stakeholders.
- Deep, hands-on experience working with Mid-Market and Enterprise merchants, with the ability to manage competing priorities across multiple accounts simultaneously.
- Strong working knowledge of web technologies and integrations, including hands-on experience designing and troubleshooting RESTful API integrations, and a solid understanding of how Javascript, HTML, and CSS interact within a production environment.
- Hands-on experience with common integration patterns (APIs, file-based, event-driven, webhooks, etc.) and the ability to recommend the right approach for a given use case.
- A proactive, ownership-driven mindset — you identify problems before they escalate, drive solutions end-to-end, and advocate for both the client and the business when tradeoffs arise.
Nice to Haves:
- Proficiency with Postman or similar API testing and debugging tools, ideally in a client-facing or cross-functional troubleshooting context.
- Experience configuring or supporting back-office OMS/ ERP systems (like Netsuite) in a client context.
- Experience with eCommerce platforms (e.g., Shopify, BigCommerce, etc.) and a practical understanding of how they integrate with broader business systems such as ERPs, OMS platforms, and third-party services.
Salary Range:
- Expected Pay: $110,000 - $160,000* Base Salary and Commission annually for On Target Earnings (OTE)
*This role may be filled at multiple levels. Final title and compensation will be determined based on the candidate’s experience, skills, and business needs.
Life at Extend:
- Working with a great team from diverse backgrounds in a collaborative and supportive environment.
- Competitive salary based on experience, with full medical and dental & vision benefits.
- Stock in an early-stage startup growing quickly.
- Generous, flexible paid time off policy.
- 401(k) with Financial Guidance from Morgan Stanley.
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