# Customer Support Engineer - Solutions Management at Phizenix

> Remote · region unclear · Unspecified · Software engineering · open. Source: https://alderhq.app/jobs/greenhouse%3Aphizenix%3A5470418008 (read 2026-11-11).

## Facts (observed)

- Company: [Phizenix](https://alderhq.app/companies/phizenix)
- Location text: Remote; Phizenix
- Where it can be done from (inferred): Remote · region unclear (evidence: "Location: Remote; Phizenix")
- Posted: 2026-11-02 (8 days ago)
- First seen by alder: 2026-11-07 · last verified: 2026-11-08
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://job-boards.greenhouse.io/phizenix/jobs/5470418008
- Skills listed (inferred): SQL

## Pay and sponsorship

- Posted pay: not posted

## Description (the employer's text)

### What you'll do

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 (working alongside practitioners during launches and implementations) with custom development capabilities (API integrations, Claude AI tooling, web-based solutions). You'll manage the full lifecycle of technical issues and custom requests, from initial diagnosis through root cause analysis, custom workarounds, and permanent fixes — working 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.

### Key Responsibilities

### Platform Implementation & Client Support

- Serve as a technical subject matter expert on enterprise platforms, providing hands-on implementation guidance and troubleshooting during client launches and deployments.
- Work alongside clients during training and go-live, executing implementation steps and problem-solving real-time adoption blockers.
- Develop and deliver technical training, best practice documentation, and configuration guides tailored to client use cases.
- Track and communicate on adoption metrics: instances launched, users onboarded, time-to-value achieved.
### Custom Development & Configuration

- Implement custom configurations, scripting, and lightweight development to meet client-specific requirements (e.g., dashboards, API integrations, data transformations, Claude AI agent configurations, 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 & Issue Resolution (L2/L3)

- Diagnose, troubleshoot, and resolve complex technical issues across enterprise platforms and client environments.
- Perform in-depth root cause analysis using SQL queries, log review, and systematic troubleshooting; implement short-term workarounds and long-term fixes.
- Manage incidents end-to-end: reproduce issues, assess impact/priority, coordinate cross-functional resolution, validate fixes, and communicate outcomes clearly to stakeholders.
- Escalate appropriately to engineering and product teams while maintaining ownership of customer communication and resolution tracking.
- Support production incidents and urgent deployments following secure deployment processes.
### Documentation, Knowledge Management & Automation

- Create and maintain knowledge base articles, troubleshooting guides, and best-practice documentation; ensure content is current with releases.
- Identify patterns in support tickets and recommend product/process improvements backed by data and evidence.
- Identify opportunities to automate repetitive support tasks using scripting and workflow automation to improve efficiency and reduce cycle time.
- Contribute to QA efforts, including test automation, regression testing, and UAT 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 team knowledge sharing.
### What you'll need

### Required Experience & Technical Skills

- 5+ years of hands-on experience in technical support, customer success engineering, or SaaS operations.

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/greenhouse%3Aphizenix%3A5470418008 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.