Technical Support Architect

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🕒 March 12

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Assent

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2010

📋 Compliance

☁️ SaaS

🏢 Enterprise

💰 $350M Series D on 2022-01

Compliance • SaaS • Enterprise

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

• Deliver exceptional support experiences for Assent’s direct customers and their suppliers • Manage critical customer escalations, understanding complex issues by reviewing read-only product code • Proactively identify and communicate trends to influence product improvements • Define, implement, and optimize AI-driven workflows and integrations to enhance efficiency • Serve as the primary technical escalation point for complex customer and supplier issues • Independently manage and resolve high-priority technical escalations with strong leadership • Clearly and proactively manage customer expectations throughout the escalation process • Partner with Engineering and Product teams to validate findings and collaboratively develop solutions • Serve as a technical mentor to junior specialists and analyze support cases for trends • Provide strategic recommendations to Product Management and Engineering based on analysis of product behavior

🎯 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 • flexible work options • volunteer days • opportunities to get involved in corporate giving initiatives • professional development days available from day one