Assent

Technology

TechnicalSupportArchitect

CA$135–195k ~AI est. Ottawa, Ontario, Canada FULL TIME
Market Sentiment
HIGH DEMAND

Neural analysis suggests this role is
optimal for mid candidates.

The Brief

“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.

Technology
Problems you'll solve

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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