L3 support engineer resolving complex enterprise networking and AV issues for NETGEAR customers. Escalating incidents, validating fixes, and supporting NETGEAR connectivity products remotely.
About the role
- Senior Technical Support Architect responsible for delivering exceptional support experience for Assent’s customers. Managing escalations and partnering with engineering teams for effective resolutions.
Responsibilities
- Deliver exceptional support experiences for Assent’s direct customers and their suppliers
- Manage critical customer escalations and resolve high-priority technical escalations
- Review and interpret application code to effectively diagnose and troubleshoot issues
- Partner with Engineering and Product teams to confirm root causes and develop solutions
- Act as a technical mentor to junior technical specialists
- Provide strategic recommendations to Product Management and Engineering based on analysis of product behavior
- Analyze support cases to identify trends and opportunities for product improvement
- Collaborate with internal teams to implement advanced AI-driven support workflows
- Document complex issues and best practices for knowledge sharing
- Mentor Technical Associates and Analysts
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
- life leave days
- flexible work options
- volunteer days
- opportunities to get involved in corporate giving initiatives
- professional development days
- competitive base salary
- corporate bonus program
- retirement savings options
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