AI customer support agents · San Francisco
About Decagon
Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.
Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.
We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.
We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.
About the Role
Decagon is seeking a Founding Solutions Architect - Infrastructure, a foundational technical hire who will shape the future of how enterprises deploy and scale our AI-powered platform. This role sits at the intersection of pre-sales engineering, deployment architecture, and enterprise infrastructure strategy. You will act as a trusted advisor to enterprise prospects and customers, guiding them through complex, ambiguous deployment conversations—from containerization strategies to multi-cloud architectures—ensuring Decagon integrates seamlessly into their existing infrastructure while meeting security, compliance, and scalability requirements.
As a founding hire in this function, you will define best practices for deployment solutioning, partner cross-functionally with Sales, Product, and Engineering, and set the standard for how Decagon engages with enterprises navigating sophisticated infrastructure requirements. You will establish technical credibility with stakeholders across the C-suite, security teams, platform engineering, and DevOps organizations.
In this role, you will
Partner with Account Executives to discover, qualify, and design deployment solutions that address customer infrastructure constraints and deliver measurable ROI.
Navigate ambiguous conversations with customers about their infrastructure landscape, translating diverse environments (GCP, AWS, hybrid, on-prem) into clear integration and deployment strategies for Decagon's platform.
Design containerization approaches, cloud function implementations, and infrastructure architectures tailored to each customer's unique requirements and security posture.
Establish scalable pre-sales processes, deployment playbooks, and reusable reference architectures to support growth.
Your background looks something like this
8–10+ years of experience in customer-facing technical roles such as Solutions Architect, Solutions Engineer, or Technical Account Manager with a focus on infrastructure and deployment.
Deep fluency in containerization (Docker, Kubernetes), GCP Cloud Functions/Cloud Run, and AWS architecture patterns—with the ability to adapt recommendations to customer constraints.
Demonstrated success navigating ambiguous technical conversations with enterprise customers, asking the right discovery questions, and collaborating through uncertainty.
Strong ability to engage with diverse stakeholders—from platform engineers to CISOs to business leaders—and translate infrastructure requirements into actionable deployment strategies.
Even Better If You Have
2+ years of experience selling or architecting AI/ML infrastructure solutions in enterprise environments.
Experience working in a high-growth startup environment where you've built pre-sales infrastructure practices from the ground up.
Hands-on experience with infrastructure-as-code (Terraform, Pulumi), service mesh technologies, or multi-cloud deployment patterns.
An engineering background (DevOps, Platform Engineering, SRE, or software engineering) that enables you to dive deep into technical architecture and troubleshooting conversations.
Benefits
We proudly offer the following benefits for our full-time employees:
Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave)
Medical, Dental, and Vision benefits for you and your family
Life Insurance and Disability Benefits
Retirement Plan (e.g., 401K, pension)
Parental Leave
Fertility and family building benefits through Carrot
Daily lunches and snacks in the office to keep you at your best
These benefits are described in more detail in Decagon’s policies, may vary by location, and can change at any time according to applicable compensation and benefits plans.