---
title: 'Customer Support Engineer - Solutions Management at Phizenix'
canonical: 'https://feeny.ai/job/customer-support-engineer-solutions-management-phizenix-remote-gmxed2q3vq14'
type: 'job'
last_seen: '2026-11-05'
---

# Customer Support Engineer - Solutions Management at Phizenix

- **Company:** Phizenix
- **Location:** Remote
- **Work type:** remote
- **Posted:** 2026-11-02
- **Last confirmed live:** 2026-11-05
- **Apply:** https://job-boards.greenhouse.io/phizenix/jobs/5470418008

## Job description

## 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.
- Full-stack proficiency to build web-based applications; comfortable working across front-end and back-end technologies.
- Strong expertise in API design and integration; demonstrable experience building or consuming RESTful APIs and webhooks.
- Advanced knowledge of Model Context Protocol (MCP) and experience implementing MCP-based integrations or tools.
- 5+ years of SQL experience; comfortable writing queries, analyzing data, and troubleshooting data issues.
- Experience with AI tools and Claude API for building AI-powered client solutions.

Core Competencies

- Demonstrated ability to troubleshoot technical issues methodically and independently; strong analytical and problem-solving skills.
- Excellent written and verbal communication; ability to tailor technical explanations to different audiences (developers, business users, executives).
- Customer-first mindset with ownership mentality; committed to driving client success and adoption.
- Ability to learn new platforms and systems quickly; hands-on orientation.
- Strong organizational skills; able to manage multiple concurrent issues while meeting response-time expectations.
- Comfort working in fast-paced, ambiguous environments; adaptable and proactive.

Nice-to-Have

- Proficiency in Python or other modern programming languages for backend development and scripting.
- Front-end framework experience (e.g., React, Vue) for building user-facing applications.
- Experience with ServiceNow, ticketing systems, or support management platforms.
- Exposure to supply chain, procurement, or logistics domains.
- Bachelor's degree in Computer Science, Engineering, or related field.

## About Phizenix

## Company Overview
- **One-liner**: Phizenix provides workforce solutions for the AI era, including top tech talent placement, AI strategy & development, and AI workforce training.
- **Entity Type**: Private (Pre-Seed / Bootstrapped – no public funding rounds disclosed)
- **Headquarters**: Livermore, California, United States
- **Founded**: 2025
- **Founders**: Khursheed Irani

## Core Business
- **Primary industry**: IT Services and IT Consulting, AI Consulting, Workforce Staffing
- **Target customers**: B2B – businesses seeking AI transformation, technical talent, and AI upskilling (mid-market to enterprise)
- **Mission or purpose statement**: “We’re a team of tech founders, operators, and builders on a mission to help businesses thrive in an AI-native world. We believe AI should empower people, not replace them.”

## Products & Services
- **[Talent Staffing]**: Executive recruiting, permanent hire, contract staffing and management for technical roles (e.g., AI/ML engineers, DevOps, firmware engineers).
- **[AI Strategy & Development]**: Consulting to discover automation opportunities, design AI solutions, and build production AI systems.
- **[AI Workforce Training]**: Live workshops and online certification programs to increase teams’ AI skills.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private company, no funding rounds disclosed)
- **Key Metric**: Not disclosed (revenue not public). Employees: 12 as of early 2026.
- **Notable Investors/Partners**: No named investors; leadership includes Khursheed Irani (CEO), Raashid Mehasanewala (Head of Solutions), Jumana Ghadiali (VP Operations), Sanjay Dayal (Senior Technology Advisor), Aziz Ghadiali (Head of AI and Marketing).
- **Growth Signals**: Headcount growth of +7.7% monthly (LinkedIn estimate); active job postings on Greenhouse (3 open roles as of 2026); LinkedIn follower count 3,587 with +3.9% monthly growth.

## Competitive Advantages
- **AI-native focus**: Entire business model centered on AI transformation, not a general staffing firm.
- **Silicon Valley presence**: HQ in Livermore, CA, with additional presence in India and Canada, allowing access to diverse talent pools.
- **Experienced leadership team**: Founders and VPs bring 20+ years of combined experience in tech, operations, and AI.

## Strategic Focus
- **Current priorities**: Expand AI consulting engagements, scale talent staffing pipeline, and grow the training certification arm. Emphasis on “AI-native future of work” – helping companies integrate AI alongside human teams rather than replacing them.

## Why Work Here
- **Culture**: Small, mission-driven team focused on AI empowerment. Emphasis on “AI should empower people, not replace them.”
- **Remote/Hybrid/Office**: Many roles are remote; some are hybrid in San Francisco/Bay Area (e.g., Director of Engineering – Shopify & ERP). Offices in Livermore, CA and Bengaluru, India.
- **Notable perks/engineering culture**: Opportunity to work at the intersection of AI and business transformation; hands-on involvement in building AI solutions for clients; growth potential in a young, rapidly expanding company.

## Sources
1. [phizenix.com](https://www.phizenix.com/)
2. [phizenix.com/careers](https://www.phizenix.com/careers)
3. [phizenix.com/about](https://www.phizenix.com/about)
4. [LinkedIn/Phizenix](https://www.linkedin.com/company/phizenix)
5. [Greenhouse/Phizenix](https://job-boards.greenhouse.io/phizenix/jobs/5197144008)

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