Customer Support Engineer – Solutions Management

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

📋 Description

• Act as a technical subject matter expert on enterprise platforms, offering guidance on implementation and troubleshooting during client launches and deployments.

• Collaborate with clients throughout training and go-live phases, executing implementation processes and addressing real-time adoption challenges.

• Create and present technical training sessions, best-practice documentation, and configuration manuals.

• Monitor and report on adoption metrics, such as instances launched, users onboarded, and time-to-value.

• Execute custom configurations, scripting, dashboards, API integrations, data transformations, configurations for Claude AI agents, and web-based applications.

• Develop and maintain full-stack code for client customizations and internal automation tools.

• Coordinate with development teams regarding client-specific integrations, API customizations, and feature requests.

• Create workarounds for platform limitations and advocate for product enhancements.

• Diagnose, troubleshoot, and resolve complex L2/L3 technical issues.

• Conduct root cause analysis using SQL queries, log reviews, and systematic troubleshooting methods.

• Manage incidents from start to finish, including reproduction, impact assessment, cross-functional resolution, fix validation, and communication with stakeholders.

• Escalate issues to engineering and product teams while retaining ownership of customer communication and resolution tracking.

• Provide support for production incidents and urgent deployments using secure deployment processes.

• Create and maintain knowledge base articles, troubleshooting guides, and best-practice documentation.

• Identify patterns in support tickets and suggest data-driven product and process enhancements.

• Automate repetitive support tasks through scripting and workflow automation.

• Contribute to Quality Assurance, test automation, regression testing, and User Acceptance Testing (UAT) coordination.

• Collaborate with Product Management, Engineering, and Implementation teams.

• Take part in customer success reviews and post-implementation follow-ups.

• Mentor junior support team members and facilitate team knowledge sharing.

⛳️ Requirements

• 5+ years of practical experience in technical support, customer success engineering, or SaaS operations.

• Proficiency in full-stack development to create web-based applications; comfortable with both front-end and back-end technologies.

• Strong expertise in API design and integration; proven experience in building or consuming RESTful APIs and webhooks.

• Advanced knowledge of Model Context Protocol (MCP) with experience in implementing MCP-based integrations or tools.

• 5+ years of SQL experience; adept at writing queries, analyzing data, and troubleshooting data-related issues.

• Familiarity with AI tools and the Claude API for developing AI-powered client solutions.

• Proven ability to troubleshoot technical issues in a methodical and independent manner.

• Strong analytical and problem-solving capabilities.

• Excellent written and verbal communication; ability to adapt technical explanations for developers, business users, and executives.

• Customer-centric mindset with a sense of ownership.

• Quick learner of new platforms and systems.

• Strong organizational skills; capable of managing multiple concurrent issues while meeting response-time targets.

• Comfortable working in fast-paced, ambiguous environments; adaptable and proactive.

• Nice-to-have: proficiency in Python or other contemporary programming languages for backend development and scripting.

• Nice-to-have: experience with front-end frameworks such as React or Vue.

• Nice-to-have: familiarity with ServiceNow, ticketing systems, or support management platforms.

• Nice-to-have: exposure to supply chain, procurement, or logistics domains.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and training.

• Flexible work hours and remote work options.

• Collaborative and inclusive company culture.