Customer Support Architect

Assent•Ottawa, ON

35d•Hybrid

About The Position

The Technical Support Architect at Assent is a senior-level technical specialist responsible for delivering exceptional support experiences for Assent’s direct customers and their suppliers. This role requires deep technical expertise, advanced troubleshooting capabilities, excellent collaboration with Development and Product Management teams, and strong analytical skills. The Technical Support Architect expertly manages critical customer escalations, understands complex issues intimately by reviewing read-only product code, and proactively identifies and communicates trends to influence product improvements. Additionally, this role plays a key part in defining, implementing, and optimizing AI-driven workflows and integrations, leveraging tools such as Forethought AI to enhance efficiency, automate complex processes, and elevate customer experiences.

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.

Responsibilities

Serve as the primary technical escalation point for complex customer and supplier issues. Independently manage and resolve high-priority technical escalations, demonstrating strong leadership and decision-making capabilities.
Clearly and proactively manage customer expectations throughout the escalation process, ensuring timely, accurate, and effective resolution.
Review and interpret application code (read-only) to effectively diagnose and troubleshoot issues.
Partner effectively with Engineering and Product teams to validate findings, confirm root causes, and collaboratively develop solutions.
Serve as a technical mentor, significantly enhancing the technical capabilities of junior technical specialists.
Provide strategic recommendations to Product Management and Engineering based on comprehensive analysis of product behavior and support trends. Actively analyze support cases and product interactions to identify trends, recurring issues, and opportunities for product improvement.
Clearly communicate these findings to Product and Engineering teams, ensuring actionable insights drive strategic enhancements.
Collaborate closely with internal teams and stakeholders to define, develop, and implement advanced AI-driven support workflows, specifically leveraging tools like Forethought AI.
Analyze support interactions and technical case data to identify opportunities for AI automation and proactive support solutions.
Work directly with Product, Engineering, and our AI teams to influence AI integration strategies, ensuring alignment with support team needs and customer requirements.
Provide clear, proactive communication to customers regarding escalations, solutions, and expectations.
Define and exemplify what an exceptional technical support experience looks like, setting the standard for customer interactions.
Document complex issues, resolutions, and best practices thoroughly to facilitate knowledge sharing.
Actively mentor and support Technical Associates and Analysts to build stronger technical support capabilities within the team.