• Manages a small team of junior and intermediate architects • Liaises with business units to define IT architecture • Plans components of architecture against sprint timelines • Supervises root cause analysis and resolution of incidents

• Support implementation and configuration of EA tools (LeanIX, Ardoq, etc.). • Maintain and enhance EA repositories (applications, capabilities, technology, integrations). • Ensure data accuracy, consistency, and adherence to metamodels and taxonomy. • Support integration with CMDB, BPM, and enterprise systems. • Develop dashboards, reports, and metrics for decision-making. • Support development of architecture artifacts (capability maps, application landscapes, roadmaps). • Assist in Architecture Review Board (ARB) processes and compliance tracking. • Contribute to application portfolio management and rationalization initiatives. • Work with APIs and integration patterns to improve EA tool interoperability. • Communicate insights to stakeholders in a clear and structured manner.

• Leads strategic sourcing activities for complex small to medium initiatives • Responsible for managing several simultaneous competitive sourcing processes • Conducts competitive sourcing and negotiation processes • Analyzes responses and performs cost-benefit analyses • Leads strategy development and manages Request for Information, Proposal, and Quotation processes • Builds stakeholder team consensus to endorse sourcing strategies • Manages relationships with internal customers and stakeholders • Promotes a lean/process excellence culture • Conducts supplier business reviews • Engages suppliers and internal stakeholders to resolve service issues • Collaborates with Finance department to validate forecasted savings

Role Description As a Technical Customer Support Specialist , you'll serve as the technical bridge between customers and engineering, resolving complex platform issues across APIs, integrations, and telephony systems. You'll troubleshoot production challenges, communicate technical findings clearly, and help customers successfully deploy AI-powered voice solutions. This role is ideal for someone who enjoys solving challenging technical problems while working directly with customers in a fast-moving startup environment. What You'll Do - Troubleshoot complex issues across APIs, integrations, and the AI voice platform - Investigate and resolve telephony-related issues involving SIP, Twilio, VoIP, AI integrations, and related technologies - Translate technical findings into clear, customer-friendly explanations - Collaborate closely with Engineering and Product teams to resolve production issues - Prioritize and manage multiple support cases in a fast-paced environment - Document solutions and contribute to the internal knowledge base - Deliver an exceptional customer support experience while maintaining high customer satisfaction Qualifications - 2–3 years of experience in Technical Customer Support within SaaS or high-growth technology companies - Strong technical troubleshooting and analytical problem-solving skills - Experience supporting APIs, integrations, and cloud-based platforms - Experience troubleshooting telephony technologies such as SIP, Twilio, VoIP, or AI voice integrations - Ability to learn quickly and work independently with minimal guidance - Excellent written and verbal communication skills - Passion for AI, voice technologies, and emerging software platforms - Fluent Mandarin is a strong advantage Benefits - Competitive contractor compensation ($40,000–$85,000 USD) - Fully remote work environment across Beijing, Seoul, Tokyo - Opportunity to work with cutting-edge AI voice technology - Fast-paced, collaborative startup culture - High ownership and direct impact on customer success - Exposure to modern AI, cloud, and telephony technologies Company Description Our client is building an AI-powered voice platform that enables businesses to deliver intelligent, real-time voice experiences at scale. Operating at the intersection of artificial intelligence, telephony, and cloud infrastructure, the company is growing rapidly and looking for technical problem-solvers who thrive in fast-paced startup environments.