Full-Time
Technical Support Architect
Assent
1,001-5,000 employees
SaaS platform for product compliance
No salary listed
Ottawa, ON, Canada
Remote
 IT & Security (1) |
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- Bachelor’s degree (Computer Science, Information Technology, or related field preferred)
- Minimum of 5-7 years experience in technical support as a technical support architect, Tier 3 technical support or related technical roles, ideally within SaaS environments
- Prior experience supporting Supply Chain Management software is a definite plus
- Exceptional capability in managing and resolving customer escalations with clarity and effectiveness
- Demonstrated analytical skills, including the ability to diagnose product issues through code-level analysis (read-only code review)
- Strong communication skills, clearly articulating technical concepts and customer expectations
- Proactive identification of trends and ability to drive product improvements through data-driven insights
- Experience with or strong understanding of AI-driven customer support solutions, particularly with workflow definition and optimization using platforms such as Forethought AI
- Advanced understanding of API integrations, SQL databases, Visual Studio and software debugging
- Strong understanding of Application Performance Management tools such as New Relic and use of Elastic Stack
- Comfortable performing diagnostic reviews of read-only code to identify root causes of complex issues
- Proficiency with Salesforce Customer Relationship Management and familiarity with AI-driven support technologies preferred
- Serve as the primary technical escalation point for complex customer and supplier issues. Independently manage and resolve high-priority technical escalations, demonstrating strong leadership and decision-making capabilities
- Clearly and proactively manage customer expectations throughout the escalation process, ensuring timely, accurate, and effective resolution
- Review and interpret application code (read-only) to effectively diagnose and troubleshoot issues
- Partner effectively with Engineering and Product teams to validate findings, confirm root causes, and collaboratively develop solutions
- Serve as a technical mentor, significantly enhancing the technical capabilities of junior technical specialists
- Provide strategic recommendations to Product Management and Engineering based on comprehensive analysis of product behavior and support trends. Actively analyze support cases and product interactions to identify trends, recurring issues, and opportunities for product improvement
- Clearly communicate these findings to Product and Engineering teams, ensuring actionable insights drive strategic enhancements
- Collaborate closely with internal teams and stakeholders to define, develop, and implement advanced AI-driven support workflows, specifically leveraging tools like Forethought AI
- Analyze support interactions and technical case data to identify opportunities for AI automation and proactive support solutions
- Work directly with Product, Engineering, and our AI teams to influence AI integration strategies, ensuring alignment with support team needs and customer requirements
- Provide clear, proactive communication to customers regarding escalations, solutions, and expectations
- Define and exemplify what an exceptional technical support experience looks like, setting the standard for customer interactions
- Document complex issues, resolutions, and best practices thoroughly to facilitate knowledge sharing
- Actively mentor and support Technical Associates and Analysts to build stronger technical support capabilities within the team
Assent provides a SaaS platform that helps complex manufacturers manage supply chain data for compliance, ESG, and trade requirements. It offers modules for product compliance, environmental, social, and governance (ESG) reporting, and trade compliance, enabling companies to meet standards like REACH, RoHS, TSCA, and Proposition 65. The platform delivers standardized, validated data and can be integrated with enterprise systems (e.g., SAP, PTC Windchill). Revenue comes from subscription fees, professional services, and custom integrations. Compared with competitors, Assent emphasizes comprehensive regulatory coverage, data standardization, and seamless data management across the supply chain to reveal risks, support labeling needs, and ensure data security. The goal is to improve supply chain transparency, ensure regulatory compliance, and support sustainability initiatives for manufacturers.
Company Size
1,001-5,000
Company Stage
N/A
Total Funding
N/A
Headquarters
Hoboken, New Jersey
Founded
2003
Simplify's Take
What believers are saying
- Lorax EPI partnership delivers full EPR packaging compliance with jurisdiction-specific reporting.
- New CEO Michael Southworth drives $250-million revenue target starting 2025.
- EU Deforestation and CBAM solutions use AI to meet 2025 regulatory deadlines.
What critics are saying
- SAP Ariba’s ESG module erodes 50–70% market share in 6–12 months.
- Request Manager delays from AI inaccuracies cause defections to Sphera in 3–6 months.
- SourceTrax adoption triggers 20–30% supplier churn in 12–18 months.
What makes Assent unique
- Assent combines software, expert services, and regulatory knowledge for comprehensive supply chain visibility.
- AI-native Request Manager automates compliance requests, reducing manual processing by 92%.
- Sustainability Platform enables proactive data sharing across PFAS, REACH, RoHS, and TSCA regulations.
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Benefits
Flexible Work Hours
Remote Work Options
Professional Development Budget
Company News
Assent unveils ai-native compliance solution to streamline supply chain sustainability and risk management. Assent Inc., an industry leader in supply chain sustainability management solutions worldwide, has launched Request Manager, the first artificial intelligence-native solution for suppliers that will change the face of customer-driven compliance and sustainability request processing. Request Manager has been created using the existing sustainability platform from Assent Inc. Essentially, this new solution from Assent Inc. helps solve an important issue related to manual processing of customer-driven sustainability requests that often cause hindrances for organizations involved in global supply chains. The issue of supply chain compliance within the current environment means addressing an increasingly large set of requests for information related to regulations and sustainability that typically take hundreds of points of information that need to be checked and relayed to trading partners correctly. According to research conducted by Assent, currently 80% of businesses communicate and respond to these requests using email and spreadsheets, and manufacturers spend well over 1,000 hours per year manually addressing requests for compliance. The Request Manager uses the power of artificial intelligence in an effort to centralize all the customer requests in a single intelligent process flow. With the use of artificial intelligence features such as parsing, matching, and the reuse of verified information, the software helps to reduce the time spent in the response process while improving the integrity of the compliance submissions. One of the functionalities of the software is the proactive declaration share. This function predicts the customers' demands through the observation of patterns in the declarations that allow suppliers to send the information in advance. Why this matters in the supply chain industry. Currently, many companies are finding it difficult to keep up with the demand for compliance, particularly in highly regulated industries such as electronics, autos, chemical, and consumer product sectors. The traditional approach to compliance is a challenge because companies are often dealing with multiple systems that are manually driven, leading to a bottleneck when dealing with suppliers. However, with a single platform that is AI-powered to manage all the compliance needs of a business, that has become the new norm, thanks to Assent. The disruptions in the supply chain have remained a challenge to businesses across the globe from geopolitical events to trade policy changes to ESG factors of Environmental, Social, and Governance compliance. The automated and accurate data analysis and response system offer a business better visibility into supplier performance and compliance. The system also enables risk managers and procurement executives to be informed of possible problems ahead of time and prevent delays or penalties. The proactive capabilities in Request Manager allow businesses to be in approved supplier status as a competitive advantage in supply agreements. It's not only slow - manual methods of achieving compliance are costly too. Time wasted on verifying and overlapping data entry by employees needs to be kept in mind too. Artificial intelligence makes these challenges easier to address and leaves room for more important work like strategic sourcing and supplier development for a company's supply chain organization. Small- and medium-scale businesses with limited budgets will find such solutions from AI revolutionary and accessible to scale and process. * Creating Competitive Advantage from Data Insights Apart from compliance, data has a strategic use. AI-driven business processes and data matching for verified suppliers create a living body of knowledge that can be used by companies for market expansion and even ESG reports. As supply chain functions continue to be influenced by digital transformation and even logistics optimization, compliance data is yet another body of intelligence that can be leveraged by supply chain-related functions. Business impacts across industries. It is a reality that the current producers of goods that involve complex global sourcing face a complex web of regulations that range from dangerous materials (RoHS and REACH) to conflict minerals. Request Manager can automate the process in a manner that alleviates the paperwork obstacles and tracing that comes with the sourcing. The retail sector has shown a focus on both sustainability and transparency. The use of artificial intelligence technology in ensuring compliance with supplier statements and sustainability data improves the timeliness and accuracy of data. This has a significant impact on improving consumer confidence and ensuring overall compliance with ESG standards. A compliance solution powered by AI is extremely valuable for industries in which safety and compliance are of utmost significance. This is because faster processes for compliance ensure fewer delays in production, thereby enabling faster time-to-market for components and/assemblies. Looking ahead. Readmagazine The Request Manager, a product of Assent, will begin rollout in new clients beginning January 2026. This is a significant move in supply chain digital transformation. With regulatory environments escalating in complexity, it is likely that only AI-native solutions, such as this particular tool, will be boons in a cost of doing business in any industry. Early adopters of these solutions will benefit from improved compliance agility, reduced costs, and a comprehensive risk management strategy. Ultimately, technologies such as that of Assent mark an overall trend in supply chain management practices by moving away from reactive and manual processing and towards intelligent processing enabled by artificial intelligence. The impact of this technology also transcends compliance into forecasting and planning.
Ottawa, Canada - Oct. 1, 2025 - Assent Inc. (Assent), the global leader in supply chain sustainability management, has been named a Leader by Verdantix in their inaugural Green Quadrant: Product Compliance Software 2025.
Its new partnership with Assent combines Lorax EPI's regulatory expertise with Assent's powerful platform to deliver a complete EPR packaging solution.
Assent has partnered with Lorax EPI to deliver the full workflow solution for EPR packaging requirements, combining supplier data collection and jurisdiction-specific reporting files and fee calculations, bringing packaging data into a single coordinated program.
Ottawa, ON, Sept. 18, 2025 - Assent Inc. (Assent), the global leader in supply chain sustainability management, today announced its new Extended Producer Responsibility (EPR) Packaging solution.