[Hiring] Customer Support Engineer @RYZ Labs

Role Description

The Customer Support Engineer is a pivotal technical role that bridges client support, custom development, and platform implementation. You will serve as a technical subject-matter expert for enterprise platforms, delivering hands-on support and tailored solutions that drive client success.

This position combines direct client support during launches and implementations with custom development responsibilities, including API integrations, AI tooling, and web-based solutions.

You will manage the complete lifecycle of technical issues and custom requests—from initial diagnosis and root-cause analysis to temporary workarounds and permanent fixes—while collaborating closely with Product, Engineering, and Implementation teams.

This is a high-impact and technically challenging opportunity for an engineer who enjoys problem-solving, client engagement, rapid learning, and delivering measurable business value. Success in this role directly contributes to customer adoption, retention, and platform revenue.

Key Responsibilities

• Platform Implementation and Client Support
  • Serve as a technical subject-matter expert for enterprise platforms, providing implementation guidance and troubleshooting support during client launches and deployments.
  • Work alongside clients during training and go-live activities, executing implementation tasks and resolving adoption blockers in real time.
  • Develop and deliver technical training, best-practice documentation, and configuration guides tailored to client use cases.
  • Track and communicate adoption metrics, including instances launched, users onboarded, and time to value.
• Custom Development and Configuration
  • Implement custom configurations, scripts, and lightweight development solutions to meet client-specific requirements, including dashboards, API integrations, data transformations, AI-agent configurations, and 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 and Issue Resolution – L2/L3
  • Diagnose, troubleshoot, and resolve complex technical issues across enterprise platforms and client environments.
  • Perform detailed root-cause analysis through SQL queries, log reviews, and systematic troubleshooting.
  • Implement short-term workarounds and contribute to long-term fixes.
  • Manage incidents from end to end, including reproducing issues, assessing impact and priority, coordinating cross-functional resolution, validating fixes, and communicating outcomes to stakeholders.
  • Escalate issues appropriately to Engineering and Product teams while maintaining ownership of client communication and resolution tracking.
  • Support production incidents and urgent deployments in accordance with secure deployment processes.
• Documentation, Knowledge Management, and Automation
  • Create and maintain knowledge-base articles, troubleshooting guides, and best-practice documentation.
  • Ensure technical content remains current with product releases.
  • Identify patterns in support tickets and recommend product or process improvements supported by data and evidence.
  • Automate repetitive support tasks through scripting and workflow automation to improve efficiency and reduce resolution times.
  • Contribute to quality-assurance activities, including test automation, regression testing, and user acceptance testing 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 knowledge-sharing initiatives.

Qualifications

• At least five years of hands-on experience in technical support, customer-success engineering, or SaaS operations.
• Full-stack development proficiency and the ability to build web-based applications across front-end and back-end technologies.
• Strong expertise in API design and integration, with demonstrated experience building or consuming RESTful APIs and webhooks.
• Advanced knowledge of Model Context Protocol (MCP), including experience implementing MCP-based integrations or tools.
• At least five years of SQL experience, including writing queries, analyzing data, and troubleshooting data-related issues.
• Experience using AI tools and APIs to build AI-powered client solutions.

Core Competencies

• Strong analytical and problem-solving skills, with the ability to troubleshoot technical issues methodically and independently.
• Excellent written and verbal communication skills, with the ability to adapt technical explanations for developers, business users, and executives.
• Customer-first mindset and a strong sense of ownership.
• Commitment to driving client success, adoption, and measurable outcomes.
• Ability to learn new platforms and systems quickly.
• Strong organizational skills and the ability to manage multiple concurrent issues while meeting response-time expectations.
• Comfortable working proactively in fast-paced and ambiguous environments.

Nice to Have

• Proficiency in Python or another modern programming language for backend development and scripting.
• Experience with front-end frameworks such as React or Vue.
• Experience with ServiceNow, ticketing systems, or support-management platforms.
• Exposure to supply chain, procurement, or logistics.
• Bachelor’s degree in Computer Science, Engineering, or a related field.