What you'll do
The Customer Support Engineer is a pivotal technical role that bridges client support, custom development, and platform implementation. You will work as a technical subject matter expert on enterprise platforms, delivering hands-on support and custom solutions that drive client success. This role combines hands-on client support (working alongside practitioners during launches and implementations) with custom development capabilities (API integrations, Claude AI tooling, web-based solutions). You'll manage the full lifecycle of technical issues and custom requests, from initial diagnosis through root cause analysis, custom workarounds, and permanent fixes — working closely with product, engineering, and implementation teams. This is a high-impact, technically challenging role suited for engineers who thrive in problem-solving, client engagement, rapid learning, and delivering measurable business value. Success in this role directly impacts customer adoption, retention, and platform revenue.
Key Responsibilities
Platform Implementation & Client Support
- Serve as a technical subject matter expert on enterprise platforms, providing hands-on implementation guidance and troubleshooting during client launches and deployments.
- Work alongside clients during training and go-live, executing implementation steps and problem-solving real-time adoption blockers.
- Develop and deliver technical training, best practice documentation, and configuration guides tailored to client use cases.
- Track and communicate on adoption metrics: instances launched, users onboarded, time-to-value achieved.
Custom Development & Configuration
- Implement custom configurations, scripting, and lightweight development to meet client-specific requirements (e.g., dashboards, API integrations, data transformations, Claude AI agent configurations, web-based applications).
- Write and maintain full-stack code for client customizations and internal automation tools; architect and build web-based solutions tailored to client needs.
- Coordinate with development teams on client-specific integrations, API customizations, and feature requests.
- Develop workarounds for platform limitations and advocate for product enhancements based on recurring client needs.
Technical Support & Issue Resolution (L2/L3)
- Diagnose, troubleshoot, and resolve complex technical issues across enterprise platforms and client environments.
- Perform in-depth root cause analysis using SQL queries, log review, and systematic troubleshooting; implement short-term workarounds and long-term fixes.
- Manage incidents end-to-end: reproduce issues, assess impact/priority, coordinate cross-functional resolution, validate fixes, and communicate outcomes clearly to stakeholders.
- Escalate appropriately to engineering and product teams while maintaining ownership of customer communication and resolution tracking.
- Support production incidents and urgent deployments following secure deployment processes.
Documentation, Knowledge Management & Automation
- Create and maintain knowledge base articles, troubleshooting guides, and best-practice documentation; ensure content is current with releases.
- Identify patterns in support tickets and recommend product/process improvements backed by data and evidence.
- Identify opportunities to automate repetitive support tasks using scripting and workflow automation to improve efficiency and reduce cycle time.
- Contribute to QA efforts, including test automation, regression testing, and UAT coordination for platform updates.
Cross-Functional Collaboration
- Partner with Product Management, Engineering, and Implementation teams to drive issue resolution and product improvements.
- Participate in customer success reviews and post-implementation check-ins to identify adoption opportunities and technical risks.
- Mentor junior support team members and contribute to team knowledge sharing.
What you'll need
Required Experience & Technical Skills
- 5+ years of hands-on experience in technical support, customer success engineering, or SaaS operations.
- Full-stack proficiency to build web-based applications; comfortable working across front-end and back-end technologies.
- Strong expertise in API design and integration; demonstrable experience building or consuming RESTful APIs and webhooks.
- Advanced knowledge of Model Context Protocol (MCP) and experience implementing MCP-based integrations or tools.
- 5+ years of SQL experience; comfortable writing queries, analyzing data, and troubleshooting data issues.
- Experience with AI tools and Claude API for building AI-powered client solutions.
Core Competencies
- Demonstrated ability to troubleshoot technical issues methodically and independently; strong analytical and problem-solving skills.
- Excellent written and verbal communication; ability to tailor technical explanations to different audiences (developers, business users, executives).
- Customer-first mindset with ownership mentality; committed to driving client success and adoption.
- Ability to learn new platforms and systems quickly; hands-on orientation.
- Strong organizational skills; able to manage multiple concurrent issues while meeting response-time expectations.
- Comfort working in fast-paced, ambiguous environments; adaptable and proactive.
Nice-to-Have
- Proficiency in Python or other modern programming languages for backend development and scripting.
- Front-end framework experience (e.g., React, Vue) for building user-facing applications.
- Experience with ServiceNow, ticketing systems, or support management platforms.
- Exposure to supply chain, procurement, or logistics domains.
- Bachelor's degree in Computer Science, Engineering, or related field.
