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.