Customer Support Architect, T3

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Assent

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2010

📦 Logistics

🏭 Manufacturing

💼 Consulting

💰 $350M Series D on 2022-01

Logistics • Manufacturing • Consulting

Assent is a leading provider of supply chain sustainability management solutions aimed at helping manufacturers comply with product compliance regulations. Their platform offers automated solutions for product compliance, ESG (Environmental, Social, Governance), and trade compliance, facilitating transparency and risk management within complex supply chains. By leveraging data and industry expertise, Assent enables clients to mitigate risks related to compliance and enhance operational efficiency.

📋 Description

• Serve as the primary technical escalation point for complex customer and supplier issues • Independently manage and resolve high-priority technical escalations • Manage customer expectations throughout the escalation process • Review and interpret read-only application code to diagnose and troubleshoot issues • Partner with Engineering and Product teams to validate findings, confirm root causes, and develop solutions • Mentor junior technical specialists, Technical Associates, and Analysts • Provide strategic recommendations to Product Management and Engineering based on product behavior and support trends • Analyze support cases and product interactions to identify recurring issues and product improvement opportunities • Communicate actionable insights to Product and Engineering teams • Define, develop, and implement advanced AI-driven support workflows using tools such as Forethought AI • Analyze support interactions and technical case data for AI automation and proactive support opportunities • Influence AI integration strategies with Product, Engineering, and AI teams • Communicate escalations, solutions, and expectations proactively to customers • Define and exemplify exceptional technical support experiences • Document complex issues, resolutions, and best practices

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred • Minimum of 5–7 years of experience in technical support, Tier 3 technical support, technical support architecture, or related technical roles • Experience ideally within SaaS environments • Experience supporting Supply Chain Management software is a plus • Exceptional ability to manage and resolve customer escalations • Analytical skills for diagnosing product issues through read-only code-level analysis • Strong communication skills for explaining technical concepts and customer expectations • Ability to identify trends and drive product improvements using data-driven insights • Experience with or strong understanding of AI-driven customer support solutions • Experience defining and optimizing workflows using platforms such as Forethought AI • Advanced understanding of API integrations, SQL databases, Visual Studio, and software debugging • Strong understanding of APMs such as New Relic and use of Elastic Stack • Comfortable performing diagnostic reviews of read-only code • Proficiency with Salesforce CRM • Familiarity with AI-driven support technologies preferred

🏖️ Benefits

• Vacation time that increases with tenure • Comprehensive benefits packages • 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 available from the start date • Diversity, equity and inclusion initiatives • Employee Resource Groups (ERGs) • Interview and selection process assistance or accommodation