{"id":3647338,"url":"https://alion.io/job/phizenix-customer-support-engineer-solutions-management","title":"Customer Support Engineer - Solutions Management","company":{"id":19836,"name":"PHIZENIX","domain":"phizenix.com","url":"https://alion.io/company/phizenix","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Claude","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"Python","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-11-02T22:10:41Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-08T03:26:28Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"What you'll do\nThe 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.\nKey Responsibilities\nPlatform Implementation & Client Support\nServe as a technical subject matter expert on enterprise platforms, providing hands-on implementation guidance and troubleshooting during client launches and deployments.\nWork alongside clients during training and go-live, executing implementation steps and problem-solving real-time adoption blockers.\nDevelop and deliver technical training, best practice documentation, and configuration guides tailored to client use cases.\nTrack and communicate on adoption metrics: instances launched, users onboarded, time-to-value achieved.\nCustom Development & Configuration\nImplement 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).\nWrite and maintain full-stack code for client customizations and internal automation tools; architect and build web-based solutions tailored to client needs.\nCoordinate with development teams on client-specific integrations, API customizations, and feature requests.\nDevelop workarounds for platform limitations and advocate for product enhancements based on recurring client needs.\nTechnical Support & Issue Resolution (L2/L3)\nDiagnose, troubleshoot, and resolve complex technical issues across enterprise platforms and client environments.\nPerform in-depth root cause analysis using SQL queries, log review, and systematic troubleshooting; implement short-term workarounds and long-term fixes.\nManage incidents end-to-end: reproduce issues, assess impact/priority, coordinate cross-functional resolution, validate fixes, and communicate outcomes clearly to stakeholders.\nEscalate appropriately to engineering and product teams while maintaining ownership of customer communication and resolution tracking.\nSupport production incidents and urgent deployments following secure deployment processes.\nDocumentation, Knowledge Management & Automation\nCreate and maintain knowledge base articles, troubleshooting guides, and best-practice documentation; ensure content is current with releases.\nIdentify patterns in support tickets and recommend product/process improvements backed by data and evidence.\nIdentify opportunities to automate repetitive support tasks using scripting and workflow automation to improve efficiency and reduce cycle time.\nContribute to QA efforts, including test automation, regression testing, and UAT coordination for platform updates.\nCross-Functional Collaboration\nPartner with Product Management, Engineering, and Implementation teams to drive issue resolution and product improvements.\nParticipate in customer success reviews and post-implementation check-ins to identify adoption opportunities and technical risks.\nMentor junior support team members and contribute to team knowledge sharing.\nWhat you'll need\nRequired Experience & Technical Skills\n5+ years of hands-on experience in technical support, customer success engineering, or SaaS operations.\nFull-stack proficiency to build web-based applications; comfortable working across front-end and back-end technologies.\nStrong expertise in API design and integration; demonstrable experience building or consuming RESTful APIs and webhooks.\nAdvanced knowledge of Model Context Protocol (MCP) and experience implementing MCP-based integrations or tools.\n5+ years of SQL experience; comfortable writing queries, analyzing data, and troubleshooting data issues.\nExperience with AI tools and Claude API for building AI-powered client solutions.\nCore Competencies\nDemonstrated ability to troubleshoot technical issues methodically and independently; strong analytical and problem-solving skills.\nExcellent written and verbal communication; ability to tailor technical explanations to different audiences (developers, business users, executives).\nCustomer-first mindset with ownership mentality; committed to driving client success and adoption.\nAbility to learn new platforms and systems quickly; hands-on orientation.\nStrong organizational skills; able to manage multiple concurrent issues while meeting response-time expectations.\nComfort working in fast-paced, ambiguous environments; adaptable and proactive.\nNice-to-Have\nProficiency in Python or other modern programming languages for backend development and scripting.\nFront-end framework experience (e.g., React, Vue) for building user-facing applications.\nExperience with ServiceNow, ticketing systems, or support management platforms.\nExposure to supply chain, procurement, or logistics domains.\nBachelor's degree in Computer Science, Engineering, or related field.","description_format":"text","description_chars":5675,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Management Consulting","AI Consulting & Integration"],"lifecycle":[{"event":"open","at":"2026-11-02T23:17:17Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":30,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/phizenix-customer-support-engineer-solutions-management","json_url":"https://alion.io/job/phizenix-customer-support-engineer-solutions-management.json","meta":{"generated_at":"2026-11-08T03:48:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8211,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":19836},"rest":"https://alion.io/mcp/rest/get_company?id=19836"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fphizenix-customer-support-engineer-solutions-management"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fphizenix-customer-support-engineer-solutions-management"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fphizenix-customer-support-engineer-solutions-management"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/phizenix-customer-support-engineer-solutions-management\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fphizenix-customer-support-engineer-solutions-management"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3647338}},{"tool":"search_jobs","arguments":{"company":"phizenix.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3647338},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}