Customer Support Architect, T3
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Job Description
Technical Support Architect resolving complex escalations for Assent’s AI-native supply-chain compliance platform. Designing AI-driven workflows and guiding product improvements through code-level analysis.
Responsibilities:
- Serve as the primary technical escalation point for complex customer and supplier issues
- Independently manage and resolve high-priority technical escalations
- Manage customer expectations throughout the escalation process
- Review and interpret read-only application code to diagnose and troubleshoot issues
- Partner with Engineering and Product teams to validate findings, confirm root causes, and develop solutions
- Mentor junior technical specialists, Technical Associates, and Analysts
- Provide strategic recommendations to Product Management and Engineering based on product behavior and support trends
- Analyze support cases and product interactions to identify recurring issues and product improvement opportunities
- Communicate actionable insights to Product and Engineering teams
- Define, develop, and implement advanced AI-driven support workflows using tools such as Forethought AI
- Analyze support interactions and technical case data for AI automation and proactive support opportunities
- Influence AI integration strategies with Product, Engineering, and AI teams
- Communicate escalations, solutions, and expectations proactively to customers
- Define and exemplify exceptional technical support experiences
- Document complex issues, resolutions, and best practices
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred
- Minimum of 5–7 years of experience in technical support, Tier 3 technical support, technical support architecture, or related technical roles
- Experience ideally within SaaS environments
- Experience supporting Supply Chain Management software is a plus
- Exceptional ability to manage and resolve customer escalations
- Analytical skills for diagnosing product issues through read-only code-level analysis
- Strong communication skills for explaining technical concepts and customer expectations
- Ability to identify trends and drive product improvements using data-driven insights
- Experience with or strong understanding of AI-driven customer support solutions
- Experience defining and optimizing workflows using platforms such as Forethought AI
- Advanced understanding of API integrations, SQL databases, Visual Studio, and software debugging
- Strong understanding of APMs such as New Relic and use of Elastic Stack
- Comfortable performing diagnostic reviews of read-only code
- Proficiency with Salesforce CRM
- Familiarity with AI-driven support technologies preferred
Benefits:
- Vacation time that increases with tenure
- Comprehensive benefits packages
- Life leave days
- Competitive base salary
- Corporate bonus program
- Retirement savings options
- Flexible work options
- Volunteer days
- Opportunities to get involved in corporate giving initiatives
- Professional development days available from the start date
- Diversity, equity and inclusion initiatives
- Employee Resource Groups (ERGs)
- Interview and selection process assistance or accommodation
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