Senior Technical Support Architect AI-Driven SaaS

Assent Compliance; Ottawa; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading sustainability solutions provider in Ottawa is seeking a Technical Support Architect. This senior-level role involves managing technical escalations, collaborating with Product and Engineering teams, and optimizing AI-driven customer support workflows. Candidates should have a Bachelor’s degree and 5-7 years of experience in technical support, preferably within SaaS environments. Join a dynamic team that values flexibility and professional development.

Benefits

Comprehensive benefits packages

Competitive base salary

Corporate bonus program

Professional development days

Qualifications

• 5-7 years experience in technical support as a Technical Support Architect or similar role.
• Experience in SaaS environments is preferred.
• Strong understanding of SQL databases and software debugging.

Responsibilities

• Manage and resolve high-priority escalations from customers.
• Diagnose and troubleshoot issues through code review.
• Collaborate with Product and Engineering teams to develop solutions.
• Mentor junior technical specialists.

Skills

Technical problem solving

Customer escalation management

Analytical skills

Strong communication skills

API integrations

AI-driven customer support solutions

Education

Bachelor’s degree in Computer Science or related field

Tools

Salesforce CRM

Elastic Stack

Forethought AI

Job description

A leading sustainability solutions provider in Ottawa is seeking a Technical Support Architect. This senior-level role involves managing technical escalations, collaborating with Product and Engineering teams, and optimizing AI-driven customer support workflows. Candidates should have a Bachelor’s degree and 5-7 years of experience in technical support, preferably within SaaS environments. Join a dynamic team that values flexibility and professional development.