# Customer Support Engineer - Solutions Management at Phizenix

> Diagnose and resolve complex enterprise platform issues, and build custom integrations and client-specific solutions.

- Company: Phizenix (phizenix.com)
- Location: Remote (remote)
- Places: Remote
- Posted: 2026-11-02
- Team: Solutions Management
- Work mode: Remote
- Apply: https://job-boards.greenhouse.io/phizenix/jobs/5470418008
- Page: https://ye.saranatour.dev/jobs/customer-support-engineer-solutions-management-phizenix-kn79a66gyrepajzn8bmqvb53298hn523

## The posting

Customer Support Engineer - Solutions Management
Phizenix · Remote

**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 aut