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Customer Support Architect (T3)
assent
Ottawa, CAN
Full-time
Onsite
Discovered 1 weeks ago
Technical supportCustomer escalation managementApplication code reviewTechnical troubleshootingAI-driven support workflowsForethought AI
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Technical supportCustomer escalation managementApplication code review
Role Overview
The Technical Support Architect is a senior-level technical specialist responsible for support experiences for Assent customers and suppliers.
The role serves as the primary technical escalation point and helps improve support through analysis, mentoring, and AI-driven workflows.
Key Skills for This Role
Technical supportCustomer escalation managementApplication code reviewTechnical troubleshootingAI-driven support workflowsForethought AI
Full Job Posting
Role overview
The Technical Support Architect is a senior-level technical specialist responsible for support experiences for Assent customers and suppliers.
The role serves as the primary technical escalation point and helps improve support through analysis, mentoring, and AI-driven workflows.
Core responsibilities
- Manage and resolve high-priority customer and supplier technical escalations.
- Review read-only application code to diagnose complex issues and confirm root causes.
- Partner with Engineering and Product teams to develop and validate solutions.
- Set expectations with customers through clear, proactive communication.
- Document complex issues, resolutions, and best practices.
Product improvement and AI
- Analyze support cases and product interactions to identify recurring issues and improvement opportunities.
- Provide strategic recommendations to Product Management and Engineering based on support trends.
- Define, develop, and optimize AI-driven support workflows using platforms such as Forethought AI.
- Work with Product, Engineering, and AI teams to align integrations with support and customer needs.
- Identify opportunities for AI automation and proactive support solutions.
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