[Hiring] Customer Support Engineer @Phizenix

Role Description

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 with custom development capabilities.

• Manage the full lifecycle of technical issues and custom requests, from initial diagnosis through root cause analysis, custom workarounds, and permanent fixes.
• Work 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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.