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.