Assent
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.
Technical Support Architect
Job not on LinkedIn
🕒 April 7
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Assent
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 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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