PowerPlan, Inc.
Computer Software / SaaS
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This role offers the chance to serve as a trusted technical expert at the center of PowerPlan's customer experience. As a Support Architect, you will be the escalation point for complex issues across PowerPlan's enterprise tax, accounting, and workflow platform — triaging and resolving problems that require deep application knowledge, code-level analysis, and strong customer communication.
You will work closely with customers, internal engineering teams, and junior support staff to diagnose root causes, drive resolution, and build the technical knowledge base that keeps PowerPlan's customer operations running at a high standard. This is a high-trust, high-accountability role for someone who thrives on difficult problems and takes personal ownership of customer outcomes.
COMPANY
PowerPlan develops enterprise-grade tax, accounting, reporting, and workflow automation solutions tailored specifically for energy industry organizations. We serve customers whose operational, financial, and regulatory processes depend on accuracy, reliability, and scalability. With a culture focused on teamwork, quality, continuous improvement, and modern engineering, we create technology that solves high-value industry problems while providing a supportive, collaborative environment where talented professionals can grow and lead.
Responsibilities:KEY PERFORMANCE OBJECTIVES (First 12 Months)
OBJECTIVE 1: Achieve SME-Level Application Mastery (First 90 Days)
Outcome:
Within the first 90 days, develop deep working knowledge of at least two PowerPlan component modules and a high-level understanding of three or more. Be capable of independently triaging, diagnosing, and resolving complex application issues — including reviewing application code (SQL, .NET, PowerBuilder) to identify root cause — without requiring senior escalation for your primary modules.
Impact:
SME-level application mastery is the foundation of this role. Customers trust PowerPlan to resolve their issues quickly and accurately. A Support Architect who owns their domain reduces mean time to resolution, reduces repeat cases, and builds the kind of customer confidence that strengthens long-term relationships.
How:
Immerse in product documentation, architecture diagrams, and historical case data for assigned modules. Shadow senior architects on active cases. Work through real customer scenarios hands-on. Build a personal knowledge repository of common issue patterns, root causes, and resolution playbooks for your primary modules.
OBJECTIVE 2: Deliver Consistently High-Quality Customer Experience (Ongoing)
Outcome:
Manage your personal case queue in accordance with product support standards — accurate documentation, appropriate time management, and consistent communication throughout the life of every issue. Customers should always know where their case stands and feel that PowerPlan is actively working on their behalf. Handle escalations with confidence and minimal assistance from senior staff.
Impact:
Customer satisfaction in enterprise support is built case by case. Clear, proactive communication during a difficult issue often matters as much as the resolution itself. A Support Architect who sets expectations well and follows through consistently becomes a trusted advisor — and trusted advisors retain customers.
How:
Establish a personal cadence for case updates and customer touchpoints. Use structured communication templates for escalation notifications and resolution summaries. Anticipate customer questions before they ask them. Debrief on cases where communication broke down and apply lessons to the next one.
OBJECTIVE 3: Serve as Technical Escalation Point for the Support Team (3–6 Months)
Outcome:
Within the first 6 months, be the reliable escalation resource for junior support staff on complex technical issues within your module expertise. Actively mentor and educate team members — sharing diagnostic approaches, code review techniques, and resolution patterns. Reduce the volume of issues that require escalation to engineering by building team capability.
Impact:
An effective escalation point multiplies the team's capacity to resolve difficult cases. When junior staff have a skilled, accessible resource to learn from, their own resolution rates improve — reducing customer wait times, lowering engineering escalation volume, and strengthening the overall support organization.
How:
Conduct structured knowledge-sharing sessions for your team on your primary modules. Document resolution patterns in shared knowledge bases. Review complex cases with junior staff as a coaching opportunity, not just a handoff. Build relationships with engineering counterparts so escalations that do reach that level move quickly.
OBJECTIVE 4: Develop & Maintain Technical Depth in PowerPlan Tools (Ongoing)
Outcome:
Continuously deepen expertise in PowerPlan's primary development and diagnostic tools — SQL, .NET, PowerBuilder, and PLSQL — and secondary tools as needed (C, ABAP, etc.). Stay current with platform changes as new versions ship and proactively identify how those changes affect support patterns for your modules.
Impact:
Technical depth is a direct multiplier on resolution quality and speed. A Support Architect who can read, trace, and debug application code resolves issues that a non-technical analyst cannot — and does it faster, with higher first-contact resolution rates.
How:
Dedicate structured time each quarter to skill development in primary tools. Engage with engineering on code-level issues as a learning opportunity. Participate in product release reviews and internal training to stay ahead of platform changes. Seek out the most technically complex cases as growth opportunities.
OBJECTIVE 5: Lead or Contribute to Operational Improvement Initiatives (6–12 Months)
Outcome:
Identify and lead or contribute to at least one cross-functional initiative that improves team or customer experience within the first year. This could be a process improvement, a new knowledge base contribution, a tool or workflow enhancement, or a training program for the support team. Demonstrate the ability to work across functions and influence outcomes beyond your individual case queue.
Impact:
Support organizations that continuously improve their processes and knowledge assets scale more effectively than those that rely solely on individual heroics. A Support Architect who contributes to systemic improvement creates value that compounds across every case the team handles.
How:
Track recurring issue patterns and identify root causes that could be addressed through documentation, product fixes, or customer education. Bring proposals to the Support Manager with a clear problem statement, proposed solution, and expected impact. Follow through from proposal to implementation.
Qualifications:
PREFERRED EXPERIENCE
PowerPlan is an EOE
Please note that this is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible, there will be times when onsite work is required. This could include scheduled office days, team meetings, client meetings, or special events.
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