Full-Time Technical Support Architect

• Serve as the primary technical escalation point for complex issues.
• Manage and resolve high-priority technical escalations.
• Manage customer expectations, ensuring timely resolution.
• Review application code to diagnose issues.
• Partner with Engineering and Product teams to validate findings.
• Serve as a technical mentor.
• Provide recommendations to Product Management and Engineering.
• Analyze support cases and product interactions to identify trends.
• Collaborate with teams to implement AI-driven support workflows.
• Analyze support interactions to identify opportunities for AI automation.
• Influence AI integration strategies, aligning with support team needs.
• Communicate solutions and expectations to customers.
• Define an exceptional technical support experience.
• Document complex issues and best practices.
• Mentor Technical Associates and Analysts.

• Bachelor’s degree (Computer Science, IT, or related field).
• 5-7 years experience in technical support.
• Experience supporting Supply Chain Management software is a plus.
• Exceptional capability in managing customer escalations.
• Demonstrated analytical skills through code-level analysis.
• Strong communication skills.
• Proactive identification of trends and ability to drive product improvements.
• Experience with AI-driven customer support solutions.
• Advanced understanding of API integrations and SQL databases.
• Strong understanding of APM’s and use of Elastic Stack
• Comfortable performing diagnostic reviews of read-only code.
• Proficiency with Salesforce CRM and familiarity with AI-driven support technologies preferred.

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