Tier 4 Technical Support Architect

Diligent; New York, Washington (NY, District of Columbia); Hybrid; CAD 160,000 - 220,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) plan with company match

Flexible work environment

Generous time off policy

Job summary

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions. The Tier 4 Technical Support Architect role offers deep hands-on technical support across Fortune 500 clients and requires mastery of Windows Server, IIS, MS SQL scripting, and REST API.

The role emphasizes collaboration with Product and Engineering, mentoring the Support team, and delivering exceptional customer outcomes. The position follows a hybrid work model with global offices, including North America, and

Qualifications

• 10+ years of experience in phone-based Software Application/Technical Support or call center support for end users.
• Ability to identify product improvement opportunities.
• Active Beta and UAT test participation.

Responsibilities

• Engineering level subject matter expertise and technical mastery.
• Serve as a point of contact for product areas across the customer service org.
• Collaborate with Product and Development to represent customers' needs; mentor the Support team.
• Achieve and exceed core role targets as outlined by management.
• Ad hoc duties as required.

Skills

Phone-based support

Windows Server

IIS

MS SQL scripting

REST API

Beta/UAT testing

Job description

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C‑Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.

At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity. The future belongs to those who keep learning, and we are building it together. At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact.

A Day in the Life

As a Tier 4 Technical Support Architect, you will provide an exceptional level of support to customers across all industries, including many Fortune 500 companies. You will get to dig deep into an exciting GRC software solution and be a trusted partner to our clients by providing hands on technical expertise. Your passion for technology combined with a hunger to learn, and a customer‑centric attitude will make you successful in this role.

Key Responsibilities

• Engineering level subject matter expertise and technical mastery
• Serve as a point of contact for their product areas across the entire customer service organization
• Collaborate closely with the Product and Development teams to represent customers' needs. Serve as trainers and mentors to the Support team.
• Achieve and exceed core role targets as outlined by the management team
• Ad hoc duties as required

Required Experience/Skills

• 10+ years of experience of phone-based Software Application/Technical Support or call center experience supporting end users
• Role model the Diligent values of Championing Modern Governance and Driving Client Impact. Be an example of the positive, customer focused attitude the wider team should emulate
• Ability to identify the product improvement opportunity
• Expert knowledge of Windows Server, IIS, MS SQL scripting, and RESTAPI
• Proactive outreach to the Product and Engineering teams when a potential problematic feature is identified
• Active Beta and UAT test participation

Pay Range

$114,240.00-$157,080.00

Incentive Compensation

Offers will be negotiated based on each candidate's qualifications.

This role is eligible to participate in our annual incentive plan. Incentives are earned based on employee performance against defined metrics and company goals.

Benefits

Full-time roles are eligible for our comprehensive benefits program which includes medical, dental and vision coverage. You may also contribute to our 401(k) plan that includes a company match.

Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients. We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs. (among others) Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability –to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.

Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.