Customer Support Architect (T3)

Assent Inc.; Toronto; Hybrid; CAD 100,000 - 130,000; Full time

Benefits offered by this job

Wellness benefits

Flexible work options

Professional development

Job summary

Assent Inc. is seeking a Senior Technical Support Architect in Canada to deliver exceptional support experiences for Assent’s customers and suppliers. You will manage high-priority escalations, review read-only code, and partner with Engineering and Product to drive fixes and improvements.

The role requires deep technical expertise, strong collaboration, and leadership to mentor junior staff. Experience with Forethought AI and API integrations is highly valued, along with a focus on AI-driven

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• 5-7 years experience in technical support as a technical support architect or Tier 3 role, ideally SaaS.
• Experience supporting Supply Chain Management software is a plus.
• Proven ability to manage customer escalations with clarity and effectiveness.
• Analytical skills to diagnose product issues via read-only code review.
• Strong communication and stakeholder management.
• Experience with AI-driven support tools and Forethought AI.

Responsibilities

• Serve as primary escalation point for complex customer and supplier issues.
• Independently manage and resolve high-priority technical escalations.
• Proactively manage customer expectations during escalations.
• Review and interpret read-only application code to diagnose issues.
• Collaborate with Engineering and Product to validate findings and develop solutions.
• Mentor junior technical specialists and enhance team capabilities.
• Provide strategic recommendations to Product and Engineering from analysis of trends.
• Lead development of AI-driven support workflows using Forethought AI.
• Analyze support data to identify trends and opportunities for product improvements.
• Coordinate with Product, Engineering, and AI teams on integration strategies.
• Communicate escalations, solutions, and timelines clearly to customers.
• Define and demonstrate exceptional technical support experiences.
• Document issues, resolutions, and best practices for knowledge sharing.
• Mentor Technical Associates and Analysts to build capabilities.

Skills

Escalation management

Code review

AI-driven support

API integrations

SQL databases

Salesforce

Communication

Analytics

Debugging

New Relic

Elastic Stack

Education

Bachelor’s degree in Computer Science/IT

Tools

Forethought AI

Visual Studio

Job description

• Compensation: CAD 100000 - CAD 130000 - yearly

Company Description

Assent empowers manufacturers and distributors with the intelligence to build sustainable products, meet global compliance requirements and drive better business outcomes.

At the center of our offering is the Assent Network, the industry’s most complete Product Intelligence Network, bringing together trusted parts and supplier intelligence, advanced AI and deep regulatory expertise to help organizations identify risk, make informed decisions and stay ahead of evolving requirements.

Trusted by more than 1,000 customers worldwide, Assent helps organizations stay ahead of evolving regulations across areas including responsible sourcing, human rights due diligence, PFAS reporting, Digital Product Passports, and other emerging requirements. Our platform empowers manufacturers to navigate change with confidence while building stronger supplier relationships and driving measurable business value.

With more than 1000 team members across India, North America, Malaysia, the European Union, and Kenya, Assent brings together global expertise, diverse perspectives, and a shared commitment to innovation. Our hybrid work model enables teams to collaborate 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, reflecting our commitment to creating lasting value for our customers, our people, and the planet.

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 processes, we may use AI technologies to support activities such as resume screening, candidate communication, and talent analytics.

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 interactions.

Document complex issues, resolutions, and best practices thoroughly to facilitate knowledge sharing.

Actively mentor and support Technical Associates and Analysts to build stronger technical support capabilities within the team.

Qualifications

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications:

Bachelor’s degree (Computer Science, Information Technology, or related field preferred).

Minimum of 5-7 years experience in technical support as a technical support architect, Tier 3 technical support or related technical roles, ideally within SaaS environments.

Prior experience supporting Supply Chain Management software is a definite plus.

Exceptional capability in managing and resolving customer escalations with clarity and effectiveness.

Demonstrated analytical skills, including the ability to diagnose product issues through code-level analysis (read‑only code review).

Strong communication skills, clearly articulating technical concepts and customer expectations.

Proactive identification of trends and ability to drive product improvements through data‑driven insights.

Experience with or strong understanding of AI-driven customer support solutions, particularly with workflow definition and optimization using platforms such as Forethought AI.

Advanced understanding of API integrations, SQL databases, visual studio and software debugging.

Strong understanding of APM’s such as new relic and use of Elastic Stack

Comfortable performing diagnostic reviews of read‑only code to identify root causes of complex issues.

Proficiency with Salesforce CRM and familiarity with AI-driven support technologies preferred.

Additional Information

Life at Assent

Wellness: We believe that you and your family’s well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

Financial Benefits: It’s not all about the money – well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

Life at Assent: There is purpose beyond your work. We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives.

Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact [emailprotected] and we will be happy to help.

We use AI to support parts of our recruitment process, such as note-taking and initial shortlisting based on job‑related qualifications. AI does not make hiring decisions. All candidates will speak with a real person, and final decisions are always made by our recruitment team.