Customer Support Architect, T3

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the main technical escalation point for intricate customer and supplier issues.

• Independently handle and resolve high-priority technical escalations.

• Manage customer expectations throughout the escalation process effectively.

• Review and analyze read-only application code to diagnose and troubleshoot problems.

• Collaborate with Engineering and Product teams to validate findings, confirm root causes, and create solutions.

• Mentor junior technical specialists, Technical Associates, and Analysts.

• Offer strategic insights to Product Management and Engineering based on product behavior and support trends.

• Examine support cases and product interactions to pinpoint recurring issues and opportunities for product enhancements.

• Convey actionable insights to Product and Engineering teams.

• Define, design, and implement advanced AI-driven support workflows utilizing tools like Forethought AI.

• Analyze support interactions and technical case data for opportunities in AI automation and proactive support.

• Influence AI integration strategies alongside Product, Engineering, and AI teams.

• Proactively communicate escalations, solutions, and expectations to customers.

• Establish and exemplify outstanding technical support experiences.

• Document complex issues, their resolutions, and best practices.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.

• A minimum of 5–7 years of experience in technical support, Tier 3 technical support, technical support architecture, or similar technical roles.

• Ideally, experience within SaaS environments.

• Experience in supporting Supply Chain Management software is advantageous.

• Exceptional capability to manage and resolve customer escalations.

• Strong analytical skills for diagnosing product issues through read-only code-level analysis.

• Excellent communication skills for conveying technical concepts and customer expectations.

• Ability to identify trends and drive product enhancements using data-driven insights.

• Experience with or a solid understanding of AI-driven customer support solutions.

• Experience in defining and optimizing workflows using platforms such as Forethought AI.

• Advanced knowledge of API integrations, SQL databases, Visual Studio, and software debugging.

• Strong understanding of Application Performance Management tools such as New Relic and the Elastic Stack.

• Comfortable conducting diagnostic reviews of read-only code.

• Proficient in Salesforce CRM.

• Familiarity with AI-driven support technologies is preferred.

🏝️ Benefits

• Vacation time that increases with tenure.

• Comprehensive benefits packages.

• Life leave days.

• Competitive base salary.

• Corporate bonus program.

• Retirement savings options.

• Flexible work options.

• Volunteer days.

• Opportunities to engage in corporate giving initiatives.

• Professional development days available from the start date.

• Diversity, equity, and inclusion initiatives.

• Employee Resource Groups (ERGs).

• Assistance or accommodation during the interview and selection process.