Customer Support Architect
Core
Senior technical specialist delivering exceptional support experiences for Assent's direct customers and suppliers by managing complex escalations, analyzing code, and driving product improvements.
Role type
Senior IC Technical Support Architect
Builds
AI-driven support workflows and integrations using Forethought AI
Domain
Supply Chain Management / SaaS / AI
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Advanced troubleshooting, code-level analysis (read-only), trend identification, API integration understanding, SQL database knowledge, APM tool usage (New Relic, Elastic Stack), Salesforce CRM proficiency, AI-driven support solution understanding
Preferred skills
Supply Chain Management software experience, Forethought AI platform experience, visual studio debugging, AI workflow definition
Technologies
Forethought AI, New Relic, Elastic Stack, Salesforce CRM, SQL, Visual Studio
Responsibilities
Manage and resolve high-priority technical escalations independently, review read-only application code to diagnose issues, partner with Engineering and Product teams to validate findings and develop solutions, mentor junior technical specialists, analyze support cases to identify trends and opportunities for product improvement, define and implement AI-driven support workflows, document complex issues and best practices
Seniority
Senior, hands-on IC
