Technical Advisor

The company is an AI CRM and workflow platform where people and AI agents work together — with no limits on users,  agents, or scale. We help midsize and large organizations run customer workflows in the AI era. Headquartered in  Boston, MA, with a global team and a large ecosystem of partners, the company serves thousands of customers in over 100  countries and automates tens of millions of workflows daily. Genuine care for our clients and partners is at the heart of our DNA.

We’re proud to be recognized by top industry analysts as a Leader and Strong Performer in multiple Gartner and Forrester reports.

In 2025, the company was named to Inc.’s Best Workplaces list, recognizing our commitment to employee wellbeing and a strong workplace culture.

Who We’re Looking For

Technical Advisor  to join our Global Customer Support Division. In this role, you will support enterprise customers in the successful operation, optimization, and strategic use of the company platform with a focus on the MEA/America/Europe region.

You will act as the primary technical point of contact, developing a deep understanding of each customer’s architecture, business objectives, and system configuration. Combining strong troubleshooting expertise with a proactive, advisory approach, you will provide guidance, preventive monitoring, and technical consultations to ensure platform stability, maximize value, and support long-term customer success.

Responsibilities

• Technical Account Ownership: Be the dedicated technical contact for assigned enterprise accounts. Ensure full visibility and ownership over all technical matters, escalations, and platform usage challenges.

• Escalation Case Management: Collaborate closely with Support, Product, and RCD teams to resolve and manage critical incidents, coordinate escalations, and ensure SLA compliance for technical cases.

• Proactive Monitoring and Risk Prevention: Continuously monitor system performance and health. Identify potential risks, inefficiencies, and bottlenecks, providing actionable recommendations to mitigate them before they impact the customer.

• Platform Enablement Consulting: Guide customers on platform best practices, new feature enablement, system architecture, and performance optimization. Deliver tailored recommendations that align with their business roadmap.

• Strategic Engagement Advocacy: Participate in QBRs and strategic reviews. Provide feedback to internal teams based on customer needs. Influence roadmap decisions through structured customer insights.

Requirements

• 4+ years of experience in enterprise technical support, professional services, or TAM/TA roles (preferably in B2B SaaS).

• Experience with the company platform or similar low-code/no-code solutions, as well as CRM systems or SaaS platforms, is considered a plus.

• Hands-on experience with APIs, integrations, SQL (as a language), cloud infrastructure (IIS server, Redis server, SQL server), and performance tuning (monitoring tools e.g. Grafana, Zabbix).

• Experience in managing technical relationships with enterprise customers.

• Ability to lead technical workshops, explain complex ideas clearly, and influence outcomes.

• Advanced English.

• Proactive, customer-first mindset with strong ownership culture.

Professional competencies

• Platform architecture configuration: Strong understanding of platform architecture, system capabilities, deployment models (cloud/on-prem), and integrations within CRM or enterprise SaaS environments

• Technical troubleshooting diagnostic skills: Strong analytical mindset for investigating system issues, performance degradation, and cross-component dependencies.

• Preventive support mindset: Ability to proactively detect trends and prevent escalations using monitoring tools, AI alerts, and system logs.

• Communication stakeholder engagement: Capable of translating complex technical topics for non-technical stakeholders. Skilled in managing executive relationships.

• Collaboration cross-functional influence: Experienced in working alongside support, customer success, and product teams to ensure seamless delivery of services.

• Process and automation orientation: Familiarity with DevOps, CI/CD pipelines, and self-service enablement practices to improve scalability and efficiency.

What you should expect from us

• Growth & Development: Clear career paths, mentorship opportunities, and access to continuous learning to help you reach your full potential.

• Flexibility & Well-Being: We provide flexible work arrangements and initiatives that empower you to manage your schedule effectively, stay productive, and thrive both personally and professionally.

• Recognition & Impact: A culture that celebrates achievements, values your ideas, and empowers you to make real contributions from day one.

• Innovative Culture: Be part of a company that embraces new ideas, modern technologies, and bold thinking to stay ahead of the curve.

• Benefits & Rewards Package: We provide competitive compensation and benefits designed to support you and your family. Our rewards approach goes beyond salary, recognizing your contributions and commitment. The exact package may vary depending on your country of residence and employment type.