Assent

Technical Support Architect

Assent

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇦 Canada

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Job Level

Mid-LevelSenior

Tech Stack

SQL

About the role

  • Serve as the primary technical escalation point for complex customer and supplier issues
  • Independently manage and resolve high-priority technical escalations, demonstrating strong leadership and decision-making capabilities
  • Clearly and proactively manage customer expectations throughout the escalation process, ensuring timely, accurate, and effective resolution
  • Review and interpret application code (read-only) to effectively diagnose and troubleshoot issues
  • Partner effectively with Engineering and Product teams to validate findings, confirm root causes, and collaboratively develop solutions
  • Serve as a technical mentor, significantly enhancing the technical capabilities of junior technical specialists
  • Provide strategic recommendations to Product Management and Engineering based on comprehensive analysis of product behavior and support trends
  • Actively analyze support cases and product interactions to identify trends, recurring issues, and opportunities for product improvement
  • Clearly communicate these findings to Product and Engineering teams, ensuring actionable insights drive strategic enhancements
  • Collaborate closely with internal teams and stakeholders to define, develop, and implement advanced AI-driven support workflows, specifically leveraging tools like Forethought AI
  • Analyze support interactions and technical case data to identify opportunities for AI automation and proactive support solutions
  • Work directly with Product, Engineering, and our AI teams to influence AI integration strategies, ensuring alignment with support team needs and customer requirements
  • Provide clear, proactive communication to customers regarding escalations, solutions, and expectations
  • Define and exemplify what an exceptional technical support experience looks like, setting the standard for customer interactions
  • Document complex issues, resolutions, and best practices thoroughly to facilitate knowledge sharing
  • Actively mentor and support Technical Associates and Analysts to build stronger technical support capabilities within the team

Requirements

  • Bachelor’s degree (Computer Science, Information Technology, or related field preferred)
  • Minimum of 5-7 years experience in technical support as a technical support architect, Tier 3 technical support or related technical roles, ideally within SaaS environments
  • Prior experience supporting Supply Chain Management software is a definite plus
  • Exceptional capability in managing and resolving customer escalations with clarity and effectiveness
  • Demonstrated analytical skills, including the ability to diagnose product issues through code-level analysis (read-only code review)
  • Strong communication skills, clearly articulating technical concepts and customer expectations
  • Proactive identification of trends and ability to drive product improvements through data-driven insights
  • Experience with or strong understanding of AI-driven customer support solutions, particularly with workflow definition and optimization using platforms such as Forethought AI
  • Advanced understanding of API integrations, SQL databases, visual studio and software debugging
  • Strong understanding of APM’s such as new relic and use of Elastic Stack
  • Comfortable performing diagnostic reviews of read-only code to identify root causes of complex issues
  • Proficiency with Salesforce CRM and familiarity with AI-driven support technologies preferred
Benefits
  • vacation time that increases with tenure
  • comprehensive benefits packages (details vary by country)
  • 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 that are available from day one

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportcode analysisAPI integrationsSQL databasessoftware debuggingdata analysisAI-driven support solutionsworkflow optimizationapplication performance managementcustomer escalation management
Soft skills
leadershipdecision-makingcommunicationanalytical skillsproactive problem-solvingmentoringcollaborationcustomer expectation managementstrategic thinkingknowledge sharing