Technical Support Architect - AI Workflows & Escalations

Praxy; Toronto; Hybrid; CAD 120,000 - 170,000; Full time

Benefits offered by this job

Wellness program

Financial benefits

Flexible work options

Professional development days

Job summary

Assent is seeking a Senior Technical Support Architect in Toronto area to lead high-priority escalations, review read-only code for diagnostics, and collaborate with Product and Engineering to drive improvements. The role emphasizes AI-driven workflows, Forethought AI, and proactive customer communication.

The ideal candidate has 5–7 years in SaaS technical support, strong analytical skills, and experience with API integrations, SQL, Salesforce CRM, and modern observability tools.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 5–7 years experience in technical support roles at SaaS environments.
• Experience supporting Supply Chain Management software is a plus.
• Excellent capability in managing and resolving customer escalations.
• Analytical skills with read-only code review to diagnose product issues.
• Strong communication skills, both written and verbal.
• Experience with AI-driven support, Forethought AI preferred.
• Knowledge of API integrations, SQL, and Visual Studio.
• Familiarity with New Relic and Elastic Stack.
• Experience with Salesforce CRM is a plus.

Responsibilities

• Serve as the primary escalation point for complex customer and supplier issues.
• Manage high-priority technical escalations with leadership.
• Review read-only application code to diagnose issues.
• Collaborate with Engineering and Product to validate findings and solutions.
• Mentor junior technical specialists to grow team capabilities.
• Provide strategic product insights from support data and trends.
• Communicate findings to Product and Engineering for action.
• Define and implement advanced AI-driven support workflows using Forethought AI.
• Analyze support interactions to identify AI automation opportunities.
• Influence AI integration strategies with Product and Engineering.
• Maintain proactive communications with customers during escalations.
• Define exceptional technical support experiences and best practices.
• Document issues, resolutions and knowledge for sharing.
• Mentor and support Technical Associates and Analysts.

Skills

Escalation mgmt

Technical leadership

Read-only code review

AI-driven support

API integrations

SQL databases

Salesforce CRM

Forethought AI

Product collaboration

Education

Bachelor’s degree in CS/IT or related field

Tools

Forethought AI

Salesforce CRM

API integrations

SQL

Visual Studio

Elastic Stack

New Relic

Job description

Assent is seeking a Senior Technical Support Architect in Toronto area to lead high-priority escalations, review read-only code for diagnostics, and collaborate with Product and Engineering to drive improvements. The role emphasizes AI-driven workflows, Forethought AI, and proactive customer communication.

The ideal candidate has 5–7 years in SaaS technical support, strong analytical skills, and experience with API integrations, SQL, Salesforce CRM, and modern observability tools.