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.

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.