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Customer Support Architect (T3)
assent
Toronto, CAN
Full-time
Onsite
Discovered 1 weeks ago
Tier 3 technical supportTechnical escalation managementRead-only application code reviewRoot cause analysisAPI integrationsSQL databases
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Tier 3 technical supportTechnical escalation managementRead-only application code review
Role Overview
The Customer Support Architect is a senior-level technical specialist and primary escalation point for complex customer and supplier issues.
The role combines advanced troubleshooting, code-level diagnosis, trend analysis, mentoring, and AI-driven support workflow optimization.
Key Skills for This Role
Tier 3 technical supportTechnical escalation managementRead-only application code reviewRoot cause analysisAPI integrationsSQL databases
Full Job Posting
Role Overview
The Customer Support Architect is a senior-level technical specialist and primary escalation point for complex customer and supplier issues.
The role combines advanced troubleshooting, code-level diagnosis, trend analysis, mentoring, and AI-driven support workflow optimization.
Responsibilities
- Manage high-priority technical escalations and customer expectations through resolution.
- Review read-only application code to diagnose issues and identify root causes.
- Partner with Engineering and Product teams to validate findings and develop solutions.
- Mentor junior technical specialists, Technical Associates, and Analysts.
- Analyze support cases and product interactions to identify trends and improvement opportunities.
- Provide strategic recommendations based on support and product analysis.
- Define and implement AI-driven support workflows and integrations using Forethought AI and related tools.
- Document complex issues, resolutions, and best practices.
Qualifications
- 5-7 years of technical support, Tier 3 support, technical support architecture, or related experience.
- Exceptional customer escalation management and strong communication skills.
- Experience diagnosing product issues through read-only code-level analysis.
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