Technical Support Architect

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).

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:

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.

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

We are proud to announce that Assent has crossed the US$100M ARR milestone, granting us Centaur Status. This accomplishment, reached just 8 years following our Series A, makes us the first and only Certified B Corporation in North America's SaaS sustainability industry to celebrate this milestone.

Our journey from $5 million to US$100M ARR in just eight years has been marked by significant growth and achievements. With our $350 million US funding led by Vista Equity Partners, we're poised for even greater expansion and are on the lookout for outstanding team members to join our mission.

Hybrid Work Model

At Assent, we proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, Pune and Amsterdam, you can expect to come into the office 1-3 days a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.