Assent
Technology
TechnicalSupportArchitect
Neural analysis suggests this role is
optimal for mid candidates.
“Technical Support Architect at Assent. Skills: Technical support, Customer escalations, AI integration, Product improvement. Serve as primary technical escalation point. Independently manage high-priority technical escalations”
What You'll Achieve.
Enhance efficiency; Automate complex processes; Elevate customer experiences; Drive real business outcomes
Industry & Context.
Advanced troubleshooting; Analytical skills; Root cause analysis; Problem-solving
What They're Looking For.
Must Have
5-7 years technical support experience, Technical support architect experience, Tier 3 technical support experience, SaaS environments experience, Manage customer escalations, Diagnose product issues through code-level analysis, Identify trends and drive product improvements, Advanced understanding of API integrations, Advanced understanding of SQL databases, Advanced understanding of Visual Studio, Advanced understanding of software debugging, Perform diagnostic reviews of read-only code
Nice to Have
Bachelor's degree in Computer Science, Bachelor's degree in Information Technology, Prior experience supporting Supply Chain Management software, Experience with AI-driven customer support solutions, Forethought AI platform experience, Understanding of APM's, New Relic experience, Elastic Stack use, Proficiency with Salesforce CRM, Familiarity with AI-driven support technologies
What You'll Do.
Serve as primary technical escalation point
Independently manage high-priority technical escalations
Manage customer expectations during escalations
Resolve high-priority technical escalations
Review and interpret application code
Diagnose and troubleshoot issues
Partner with Engineering and Product teams
Develop solutions collaboratively
Serve as a technical mentor
Enhance technical capabilities of junior specialists
Provide strategic recommendations to Product Management
Provide strategic recommendations to Engineering
Analyze support cases
Analyze product interactions
Identify recurring issues
Identify opportunities for product improvement
Communicate findings to Product teams
Communicate findings to Engineering teams
Ensure actionable insights drive strategic enhancements
Collaborate with internal teams
Collaborate with stakeholders
Define AI-driven support workflows
Develop AI-driven support workflows
Implement AI-driven support workflows
Leverage Forethought AI
Analyze support interactions
Analyze technical case data
Identify opportunities for AI automation
Identify proactive support solutions
Influence AI integration strategies
Provide clear communication to customers
Provide proactive communication to customers
Define exceptional technical support experience
Exemplify exceptional technical support experience
Set standard for customer interactions
Document complex issues
Document best practices
Facilitate knowledge sharing
Mentor Technical Associates
Mentor Technical Analysts
Build stronger technical support capabilities
How You'll Work.
Team & Collaboration
Partner with Engineering; Partner with Product Management; Collaborate with internal teams; Collaborate with stakeholders; Work with AI teams
Communication Scope
Articulate technical concepts; Communicate customer expectations; Clear communication
Full Job Description
Assent is the leading AI native platform for supply chain sustainability and compliance, trusted by complex manufacturers and distributors around the world. Built and backed by experts who have led global compliance programs, our unified platform combines advanced AI, regulatory expertise, and the world’s largest supply chain data network to help organizations reduce risk, lower operational costs, and build trust across every tier of the value chain. From human rights and responsible sourcing to PFAS reporting and Digital Product Passports, Assent transforms regulatory complexity into actionable insights that drive real business outcomes. With over 900 team members across India, North America, Malaysia, the EU, and Kenya and more than 1,000 customers globally, Assent brings together global perspective and deep domain expertise. Our hybrid work model enables teams to collaborate effectively across regions while staying connected to the communities where they live and work. As a certified B Corporation, we meet rigorous standards of social and environmental performance, transparency, and accountability. This reflects our commitment to building technology that drives business performance while creating long-term value for people and the planet. People First. Technology Forward. Our commitment to People, Culture & Community (PCC) is rooted in building a diverse, inclusive, and high-performing team. We recruit and retain team members with a range of backgrounds, experiences, and perspectives, while fostering a culture of belonging where all Assentees are respected, supported, and empowered to contribute. As we continue to embed AI into how we work, we do so thoughtfully, enhancing human potential, supporting better decision-making, and prioritizing appropriate oversight, privacy, and fairness. At Assent, we value your privacy and are committed to maintaining transparency in how we handle your personal information. As part of our talent acquisition and management processe
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