Technical Support Specialist

What you'll do:

Technical Troubleshooting & Resolution:
• Serve as the escalation point for advanced technical issues, including those involving ERP integrations (e.g., NetSuite, Sage Intacct, Microsoft Dynamics), APIs, middleware, and custom configurations.
• Perform in-depth log analysis, error tracing, and root cause analysis using tools such as Jira, Salesforce, and internal monitoring platforms.
• Replicate and diagnose customer-reported issues in sandbox/demo environments, documenting clear steps for development teams.
• Address data integrity, system performance, and security/compliance concerns across ERP modules (finance, supply chain, HR, etc.).
• Support integration challenges, including ETL processes, token migrations, and third-party connector troubleshooting.
Collaboration & Escalation:
• Work closely with Product, Engineering, and QA to validate software releases, escalate bugs, and ensure product enhancements align with customer needs.
• Act as a technical SME during client escalation calls, providing expertise on system architecture, data flows, and configuration best practices.
• Liaise with ecosystem partners and third-party vendors to resolve cross-platform issues.
Documentation & Knowledge Management:
• Create and maintain advanced troubleshooting guides, runbooks, and internal knowledge base articles for complex technical scenarios.
• Document all customer interactions, solutions, and troubleshooting steps in platforms like Intercom and Salesforce for future reference and team enablement.
Continuous Improvement & Training:
• Analyze escalation trends and recurring technical issues to recommend product/process improvements.
• Participate in incident reviews and war rooms for high-severity or urgent cases, providing technical leadership and post-mortem analysis.
Customer Engagement:
• Communicate complex technical concepts in a clear, customer-friendly manner.
• Manage high-visibility or complex cases end-to-end, ensuring timely updates and expectation management for both customers and internal stakeholders.

What you'll bring to the team:

Technical Skills & Qualifications:
• Proven experience supporting ERP systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics) or complex SaaS platforms.
• Strong troubleshooting and problem-solving skills, including SQL/database management, API diagnostics, and system integration.
• Familiarity with business processes in finance, HR, or supply chain, and the ability to map technical issues to business impact.
• Experience with system upgrades, patch management, and regression testing.
• Ability to manage user accounts, roles, and permissions within ERP or enterprise software.
• Excellent written and verbal communication skills, with the ability to translate technical details for non-technical audiences.
Additional Considerations:
• Success in this role requires balancing speed with technical depth—solving issues quickly while ensuring sustainable, root-cause solutions.
• You will have the opportunity to influence both support and product direction by being closest to customer pain points and technical challenges.