Technical Support Architect

Company Description
Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

We are proud to announce that Assent has crossed the US $100M ARR milestone, granting us Centaur Status. This accomplishment, reached just 8 years following our Series A, makes us the first and only Certified B Corporation in North America's SaaS sustainability industry to celebrate this milestone.

Our journey from $5 million to US $100M ARR in just eight years has been marked by significant growth and achievements. With our $350 million US funding led by Vista Equity Partners, we're poised for even greater expansion and are on the lookout for outstanding team members to join our mission.

Hybrid Work Model
At Assent, we proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, Pune and Amsterdam, you can expect to come into the office 1-3 days a week.

Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.

Job Description
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. The Technical Support Architect expertly manages critical customer escalations, understands complex issues intimately by reviewing read-only product code, and proactively identifies and communicates trends to influence product improvements.

Additionally, this role plays a key part in defining, implementing, and optimizing AI-driven workflows and integrations, leveraging tools such as Forethought AI to enhance efficiency, automate complex processes, and elevate customer experiences.

Serve as the primary technical escalation point for complex customer and supplier issues. Independently manage and resolve high-priority technical escalations, demonstrating strong leadership and decision-making capabilities.

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. Actively analyze support cases and product interactions to identify trends, recurring issues, and opportunities for product improvement.

Clearly communicate these findings to Product and Engineering teams, ensuring actionable insights drive strategic enhancements.

Collaborate closely with internal teams and stakeholders to define, develop, and implement advanced AI-driven support workflows, specifically leveraging tools like Forethought AI.

Analyze support interactions and technical case data to identify opportunities for AI automation and proactive support solutions.

Work directly with Product, Engineering, and our AI teams to influence AI integration strategies, ensuring alignment with support team needs and customer requirements.

Provide clear, proactive communication to customers regarding escalations, solutions, and expectations.

Define and exemplify what an exceptional technical support experience looks like, setting the standard for customer…