Lead Solutions Architect - Edwin AI

About the role

LogicMonitor, an AI-first hybrid observability platform, is hiring a Lead Solutions Architect for its Edwin AI offering in Sydney. The role owns complex and strategic Edwin implementations and operating-model handoffs, especially where Edwin runs alongside Envision, third-party data sources, ITSM workflows, FDE support or partner delivery. It is a senior technical advisor, regional or domain subject-matter expert, mentor and cross-functional delivery leader who reduces delivery risk, improves time-to-value and builds repeatable practices.

Key responsibilities

• Lead complex or strategic Edwin implementations for enterprise and high-value customers, including advanced solutions coordinating with Envision, ITSM workflows and third-party observability sources.
• Own architecture for complex event ingestion, alert correlation, enrichment, investigation, incident creation, ticket routing, escalation, remediation and value reporting.
• Design advanced ITSM workflows across platforms such as ServiceNow, Freshservice, ConnectWise, Jira Service Management and Zendesk, translating customer operating models into scalable ITOps workflows.
• Design and validate integrations between LogicMonitor products and third-party platforms such as Dynatrace, SolarWinds, ThousandEyes, Splunk, Datadog, New Relic and AppDynamics.
• Support strategic pre-sales opportunities, partnering with account executives and solution engineers to validate scope, feasibility, risk and value.
• Serve as a regional or domain subject-matter expert, supporting PS, SE, Support, Customer Success and partner teams and feeding field experience back to Product and Engineering.
• Mentor Solutions Architects, create reusable templates, architecture patterns, workflow diagrams, troubleshooting guides and implementation playbooks, and lead enablement sessions.

Required profile

• 6+ years of experience in Solutions Architecture, Professional Services, implementation consulting, enterprise SaaS delivery, technical architecture or advanced customer engineering.
• Experience leading complex customer design sessions and mentoring technical peers.
• Ability to work cross-functionally with Product, Engineering, PS, SE, Support and partners.

Required skills

• Deep working knowledge of ITSM platforms such as ServiceNow, Freshservice and ConnectWise.
• Experience designing integrations across monitoring, observability, APM, ITOM and workflow platforms.
• Strong understanding of event correlation, alert noise reduction, ticket enrichment, routing, escalation and incident lifecycle design.