Technical Support Architect at Assent

Assent

Ottawa, ON, ca·4w ago

SeniorFull-timeAI

Salary Range

$43,095 - $58,305 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

The Technical Support Architect at Assent is a senior-level technical specialist responsible for delivering exceptional support experiences for Assent’s direct customers and their suppliers. This role requires deep technical expertise, advanced troubleshooting capabilities, excellent collaboration with Development and Product Management teams, and strong analytical skills.

Key Responsibilities

→Serve as the primary technical escalation point for complex customer and supplier issues, independently managing and resolving high-priority technical escalations.
→Clearly and proactively manage customer expectations throughout the escalation process, ensuring timely, accurate, and effective resolution.
→Review and interpret application code (read-only) to effectively diagnose and troubleshoot issues.
→Partner effectively with Engineering and Product teams to validate findings, confirm root causes, and collaboratively develop solutions.
→Serve as a technical mentor, significantly enhancing the technical capabilities of junior technical specialists.
→Provide strategic recommendations to Product Management and Engineering based on comprehensive analysis of product behavior and support trends.
→Collaborate closely with internal teams and stakeholders to define, develop, and implement advanced AI-driven support workflows, specifically leveraging tools like Forethought AI.
→Document complex issues, resolutions, and best practices thoroughly to facilitate knowledge sharing.
→Actively mentor and support Technical Associates and Analysts to build stronger technical support capabilities within the team.