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Ryz Labs

Customer Support Engineer – Solutions Management

Ryz Labs

. Serve as a technical subject-matter expert for enterprise platforms, providing implementation guidance and troubleshooting support during client launches and deployments .

Posted 9/15/2026full-timeRemote • ArgentinaMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in technical support and customer success engineering, with a strong focus on full-stack development, API design, and integration. Proficient in troubleshooting complex technical issues and implementing custom solutions to enhance client adoption and satisfaction.

Highest-signal resume keywords
Full-Stack Development ProficiencyAPI Design And IntegrationSQL ExperienceTechnical Support ExperienceCustomer-Success Engineering

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Full-Stack DevelopmentAPI DesignSQLTroubleshootingScriptingData TransformationWeb-Based Application DevelopmentTechnical Training DevelopmentTest AutomationRoot-Cause Analysis
Soft Skills
Analytical SkillsProblem-Solving SkillsWritten CommunicationVerbal CommunicationOrganizational Skills
Tools & Technologies
AI ToolsRESTful APIsServiceNowTicketing SystemsWebhooks
Industry Keywords
SaaS OperationsCustomer SuccessImplementation GuidanceDeployment SupportSupply Chain

Tech Stack

Tools & technologies
PythonReactServiceNowSQLVue.js

About the role

Key responsibilities & impact
  • Serve as a technical subject-matter expert for enterprise platforms, providing implementation guidance and troubleshooting support during client launches and deployments
  • Support clients during training and go-live activities, executing implementation tasks and resolving adoption blockers
  • Develop and deliver technical training, best-practice documentation, and configuration guides
  • Track and communicate adoption metrics, including instances launched, users onboarded, and time to value
  • Implement custom configurations, scripts, 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
  • Diagnose, troubleshoot, and resolve complex technical issues across enterprise platforms and client environments
  • Perform root-cause analysis through SQL queries, log reviews, and systematic troubleshooting
  • Manage incidents end to end, including reproduction, impact and priority assessment, cross-functional resolution, fix validation, and stakeholder communication
  • Escalate issues to Engineering and Product while maintaining ownership of client communication and resolution tracking
  • Support production incidents and urgent deployments using secure deployment processes
  • Create and maintain knowledge-base articles, troubleshooting guides, and best-practice documentation
  • Identify support-ticket patterns and recommend product or process improvements
  • Automate repetitive support tasks through scripting and workflow automation
  • Contribute to test automation, regression testing, and user acceptance testing coordination
  • Partner with Product Management, Engineering, and Implementation teams
  • Participate in customer-success reviews and post-implementation check-ins
  • Mentor junior support team members and contribute to knowledge-sharing initiatives

Requirements

What you’ll need
  • At least five years of hands-on experience in technical support, customer-success engineering, or SaaS operations
  • Full-stack development proficiency across front-end and back-end technologies
  • Strong expertise in API design and integration, including RESTful APIs and webhooks
  • Advanced knowledge of Model Context Protocol (MCP), including 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
  • Strong analytical and problem-solving skills
  • Excellent written and verbal communication skills
  • Customer-first mindset and strong sense of ownership
  • Ability to learn new platforms and systems quickly
  • Strong organizational skills and ability to manage multiple concurrent issues
  • Comfortable working proactively in fast-paced and ambiguous environments
  • Bachelor’s degree in Computer Science, Engineering, or a related field (nice to have, not required)
  • Python or another modern programming language proficiency (nice to have)
  • Experience with React or Vue (nice to have)
  • Experience with ServiceNow, ticketing systems, or support-management platforms (nice to have)
  • Exposure to supply chain, procurement, or logistics (nice to have)

Benefits

Comp & perks
  • Inclusive working environment
  • Commitment to authenticity, professional growth, and equity