Technical Support Architect

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.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field
• Minimum of 5-7 years experience in technical support as a technical support architect, Tier 3 technical support or related technical roles
• 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
• Competitive base salary
• Corporate bonus program
• Retirement savings options