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Open nowPosted 32 hours ago

Customer Support Engineer - Solutions Management

Phizenix20 open roles

Where
Remote
Work mode
Remote
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Your applicationOpen nowCustomer Support Engineer - Solutions ManagementPhizenix · Remote

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The clock on this job

Early applications get read.

13.3% of postings close within 7 days. Measured by our own scanner across the market. Phizenix postings stay open a median of 13 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.6%3 days
  3. 13.3%7 days
  4. 21.3%14 days
  5. 35.7%30 days
  6. 59.1%60 days
This job: posted 32 hours ago

Phizenix median: 13 days open

The posting

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.
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