Customer Support Engineer at Ryz Labs

Job description

LATAM - Contractor Fully Remote - Long-Term Client Service Engineer Lead – Solutions Management Our client helps organizations solve complex and critical challenges by moving quickly from analysis to action and delivering lasting value. The company actively promotes an inclusive working environment and recognizes the value that diversity brings to its people, clients, and communities. It is committed to continually improving its initiatives, policies, and practices to foster authenticity, professional growth, and equity. What You’ll Do The Client Service Engineer Lead is a 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 role requires an engineer who is already proficient in developing software with AI coding agents and can apply multi-agent workflows, spec-driven development, and parallel execution to deliver client solutions from day one. 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 s