Senior Technical Support Architect responsible for delivering exceptional support experience for Assent’s customers. Managing escalations and partnering with engineering teams for effective resolutions.
About the role
- Technical Support Agent for Moxie Suite assisting in bug triage and internal team support. Engaging with stakeholders to streamline technical issues and enhance documentation.
Responsibilities
- Serve as the first point of contact when bugs or technical issues are reported
- Gather repro steps, logs, screenshots, and context needed to create high-quality bug tickets
- Assign severity (Sev 1–4) using defined guidelines
- Resolve straightforward issues independently when possible
- Identify the appropriate engineer for escalation when needed and coordinate resolution
- Verify fixes in staging or production and confirm issues are fully resolved
- Communicate status and timelines clearly to PSMs, engineers, and other stakeholders
- Act as a go-to internal resource for questions about how Moxie Suite works
- Answer questions in Slack and other internal channels with accurate, timely guidance
- Test behavior in staging environments to validate answers
- Build and maintain internal FAQs and SOPs in Notion
- Create Looms or written guides to reduce repeated questions and interruptions
- Use Django Admin to support internal teams and safely resolve data issues following documented procedures
- Run basic SQL queries and use Metabase to investigate issues
- Review logs and metrics in Datadog to understand system behavior
- Document all manual interventions and follow established guardrails for production changes
- Identify recurring bug patterns or support issues
- Share insights with Engineering and Product to help improve system quality
- Contribute feedback that helps reduce future support load
Requirements
- Experience working in a technical support, support operations, or support engineering role
- Experience with bug tracking or ticketing tools (e.g., Linear, Jira)
- Strong analytical skills and ability to triage and prioritize issues
- Ability to clearly document findings for technical and non-technical audiences
- Comfort with basic-to-intermediate SQL
- Experience using BI tools (Metabase preferred)
- Experience reading logs and monitoring systems (Datadog preferred)
- Comfort making safe, well-documented updates in production systems using established processes.
Benefits
- We believe in creating a workplace where everyone feels valued, trusted, and included.
- Medical benefits.
- Flexible work arrangements.
- Professional development opportunities.
- Team bonding activities.
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