Technical Support Architect

Job Summary

A company is looking for a Technical Support Architect responsible for delivering exceptional support experiences for customers and their suppliers.

Key Responsibilities

• Serve as the primary technical escalation point for complex customer and supplier issues, managing high-priority escalations
• Partner with Engineering and Product teams to validate findings and develop solutions, while mentoring junior technical specialists
• Analyze support interactions to identify trends and opportunities for product improvement, and implement AI-driven support workflows

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred
• 5-7 years of experience in technical support roles, ideally within SaaS environments
• Experience in managing customer escalations and performing code-level analysis
• Strong understanding of API integrations, SQL databases, and software debugging
• Familiarity with AI-driven support solutions and tools such as Forethought AI is preferred