Technical Support Analyst delivering pre and post implementation support in software for HR solutions. Engaging with clients to troubleshoot and resolve technical issues effectively.
About the role
- Technical Support Architect at Assent responsible for managing escalations and optimizing support workflows. Excelling in technical expertise, collaboration, and customer experience enhancement.
Responsibilities
- The Technical Support Architect at Assent is a senior-level technical specialist responsible for delivering exceptional support experiences for Assent’s direct customers and their suppliers.
- This role requires deep technical expertise, advanced troubleshooting capabilities, excellent collaboration with Development and Product Management teams, and strong analytical skills.
- The Technical Support Architect expertly manages critical customer escalations, understands complex issues intimately by reviewing read-only product code, and proactively identifies and communicates trends to influence product improvements.
- Additionally, this role plays a key part in defining, implementing, and optimizing AI-driven workflows and integrations, leveraging tools such as Forethought AI to enhance efficiency, automate complex processes, and elevate customer experiences.
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
- professional development days
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