Support Architect

PowerPlan•Atlanta, GA

10d•Hybrid

About The Position

This role offers the chance to serve as a trusted technical expert at the center of PowerPlan's customer experience. As a Support Architect, you will be the escalation point for complex issues across PowerPlan's enterprise tax, accounting, and workflow platform — triaging and resolving problems that require deep application knowledge, code-level analysis, and strong customer communication. You will work closely with customers, internal engineering teams, and junior support staff to diagnose root causes, drive resolution, and build the technical knowledge base that keeps PowerPlan's customer operations running at a high standard. This is a high-trust, high-accountability role for someone who thrives on difficult problems and takes personal ownership of customer outcomes. COMPANY PowerPlan develops enterprise-grade tax, accounting, reporting, and workflow automation solutions tailored specifically for energy industry organizations. We serve customers whose operational, financial, and regulatory processes depend on accuracy, reliability, and scalability. With a culture focused on teamwork, quality, continuous improvement, and modern engineering, we create technology that solves high-value industry problems while providing a supportive, collaborative environment where talented professionals can grow and lead.

Requirements

Application Support Expertise — Experience providing SME-level technical support for complex enterprise software applications, including code-level analysis and root cause diagnosis.
SQL & Development Tools — Strong hands-on SQL skills (complex query writing, schema analysis, performance diagnostics). Familiarity with .NET, PowerBuilder, or PLSQL is a strong plus.
Financial Domain Knowledge — Understanding of financial accounting processes — General Ledger, Accounts Payable, Fixed Assets, Project Accounting, or similar — ideally in an enterprise application context.
Customer Communication — Excellent written and verbal communication skills with the ability to explain complex technical issues clearly to non-technical customers and stakeholders.
Critical Thinking & Problem Solving — Demonstrated ability to analyze complex processes methodically, isolate root cause in ambiguous situations, and drive resolution with minimal guidance.
Enterprise Systems Experience — Familiarity with enterprise applications such as ERP, EAM, or CRM (SAP, Oracle, Maximo, PeopleSoft) and/or experience in utilities, energy, oil and gas, or related regulated industries.
Team Leadership & Mentorship — Ability to lead and influence peers, mentor junior team members, and contribute to cross-functional initiatives that improve team performance.
Education — Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (Tax, Accounting).
Must be authorized to work in the US.

Nice To Haves

Hands-on experience with capital projects, capital budgets, fixed asset accounting, or business tax software
Industry experience within utilities, energy markets, oil and gas, mining, transportation, natural resources, or telecom
Experience using PowerPlan products directly
Experience with Salesforce or a similar support ticketing system
Availability for alternate shift schedules and participation in 24x7 on-call rotation as needed

Responsibilities

Achieve SME-Level Application Mastery (First 90 Days): Develop deep working knowledge of at least two PowerPlan component modules and a high-level understanding of three or more. Be capable of independently triaging, diagnosing, and resolving complex application issues — including reviewing application code (SQL, .NET, PowerBuilder) to identify root cause — without requiring senior escalation for your primary modules.
Deliver Consistently High-Quality Customer Experience (Ongoing): Manage your personal case queue in accordance with product support standards — accurate documentation, appropriate time management, and consistent communication throughout the life of every issue. Customers should always know where their case stands and feel that PowerPlan is actively working on their behalf. Handle escalations with confidence and minimal assistance from senior staff.
Serve as Technical Escalation Point for the Support Team (3–6 Months): Be the reliable escalation resource for junior support staff on complex technical issues within your module expertise. Actively mentor and educate team members — sharing diagnostic approaches, code review techniques, and resolution patterns. Reduce the volume of issues that require escalation to engineering by building team capability.
Develop & Maintain Technical Depth in PowerPlan Tools (Ongoing): Continuously deepen expertise in PowerPlan's primary development and diagnostic tools — SQL, .NET, PowerBuilder, and PLSQL — and secondary tools as needed (C, ABAP, etc.). Stay current with platform changes as new versions ship and proactively identify how those changes affect support patterns for your modules.
Lead or Contribute to Operational Improvement Initiatives (6–12 Months): Identify and lead or contribute to at least one cross-functional initiative that improves team or customer experience within the first year. This could be a process improvement, a new knowledge base contribution, a tool or workflow enhancement, or a training program for the support team. Demonstrate the ability to work across functions and influence outcomes beyond your individual case queue.