Lead Solutions Architect, Edwin AI
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About the Role
About Us:
We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.
This position is located in Sydney. You'll be working in a major tech center of Sydney, Australia. Across the globe, our Centers of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.
To learn more about life at LogicMonitor, check out our Careers Page.
What You'll Do:
LogicMonitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. LogicMonitor delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, LogicMonitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise.
Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn's Best Places to Work for the seventh year in a row!
The Lead Solutions Architect, Edwin owns complex and strategic Edwin implementations and operating-model handoffs within the AI Delivery motion, especially where Edwin runs in parallel with Envision, third-party data sources, ITSM workflows, FDE support, or partner delivery.
This role acts as a senior technical advisor, regional or domain subject-matter expert, mentor, and cross-functional delivery leader. The Lead Solutions Architect handles complex customer environments, advanced ITSM workflows, multi-platform integrations, pre-sales validation, repeatable delivery patterns, Project transition risks, and structured feedback to Product and Engineering.
This role is not simply "more implementations." The Lead Solutions Architect is expected to reduce delivery risk, improve time-to-value, mentor others, build repeatable practices, and help scale delivery beyond individual heroics. That aligns with the transcript discussion around senior roles focusing on strategic work, complex accounts, enablement, regional expertise, and process-building rather than repetitive project churn
Here's a closer look at this key role:
Complex and Strategic Implementation Delivery
- Lead complex or strategic Edwin implementations for enterprise and high-value customers.
- Design advanced Edwin solutions that coordinate with Envision, core PS/PM ownership, ITSM workflows, third-party observability sources, FDE support, and partner-delivered work.
- Own architecture for complex event ingestion, alert correlation, enrichment, investigation, incident creation, ticket routing, escalation, remediation, and value reporting.
- Support major customers where continuity, regional context, Project transition planning, or advanced technical judgment is required.
- Ensure complex implementations drive measurable time-to-value while protecting core PS capacity and customer continuity.
Advanced ITSM and ITOps Workflow Design
Design advanced workflows across ITSM platforms such as:
- ServiceNow
- Freshservice
- ConnectWise
- Jira Service Management
- Zendesk
- Similar enterprise service management tools
- Translate complex customer operating models into scalable ITOps workflows.
- Define how tasks, events, alerts, incidents, tickets, changes, escalations, and remediation actions should flow across systems.
- Advise customers on where to automate, where to enrich, where to route, where to escalate, and where human review should remain.
- Ensure workflow designs reflect how the customer actually operates, not just what the tools technically allow.
Multi-Platform Integration Leadership
- Design and validate integrations between LogicMonitor products and third-party platforms such as:
- Dynatrace
- SolarWinds
- ThousandEyes
- Splunk
- Datadog
- New Relic
- AppDynamics
- Other customer-specific monitoring, observability, APM, ITOM, or analytics platforms
- Build repeatable integration patterns for common third-party platforms.
- Troubleshoot advanced integration issues involving payload transformation, event normalization, deduplication, correlation, field mapping, routing logic, and bidirectional updates.
- Identify where customer requirements expose product gaps, delivery limitations, or opportunities for reusable patterns.
Pre-Sales Validation and Solution Design
- Support strategic pre-sales opportunities where Edwin, Envision handoffs, ITSM workflows, third-party integrations, FDE support, partner delivery, or delivery feasibility require validation.
- Partner with AEs and SEs to clarify implementation scope, technical feasibility, risk, value outcomes, and realistic customer expectations.
- Identify gaps between what is being promised and what can be delivered.
- Help define customer use cases before implementation begins.
- Build early technical alignment with customers to improve post-sale delivery success.
Regional or Domain SME Ownership
- Serve as a primary Edwin subject-matter expert for a region, market, or specialized domain.
- Support regional PS, SE, Support, Customer Success, and partner teams with advanced technical questions.
- Represent regional delivery realities and customer requirements back to PS leadership, Product, and Engineering.
- Help determine which work belongs with AI Delivery, core PS/PM, CS, partners, Product, Engineering, or FDE teams.
Mentoring and Enablement
- Mentor Solutions Architects on Edwin delivery patterns, Envision handoff points, ITSM integrations, third-party integrations, customer-coverage handoffs, and ITOps workflow design.
- Create reusable templates, architecture patterns, workflow diagrams, troubleshooting guides, and implementation playbooks.
- Lead enablement sessions for PS, SEs, Support, regional teams, and partners.
- Help reduce dependency on a small number of experts by turning implementation experience into repeatable delivery practices.
Product and Engineering Collaboration
- Provide structured feedback to Product and Engineering based on real implementation experience.
- Document product gaps, enhancement requests, integration limitations, roadmap needs, and field risks.
- Help distinguish between one-off customer customization, repeatable product need, and delivery process gap.
- Participate in escalation, roadmap, and readiness discussions where field experience is needed.
- 6+ years experience in Solutions Architecture, Professional Services, implementation consulting, enterprise SaaS delivery, technical architecture, or advanced customer engineering.
- Strong working knowledge of service delivery, observibility/monitoring handoff points, data flows, ITSM workflows, third-party observability sources, and the broader customer operations ecosystem.
- Deep working experience with ITSM platforms such as ServiceNow, Freshservice, and ConnectWise.
- Experience designing integrations across multiple monitoring, observability, APM, ITOM, analytics, and workflow platforms.
- Advanced ability to translate tasks, events, alerts, incidents, tickets, changes, escalations, and remediation steps into ITOps workflows.
- Strong understanding of event correlation, al
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