Customer Support Engineer - Solutions Management

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.