Escalations Analyst - Accounting

• Triage complex escalations and trace system logic
• Work with APIs and logs to identify, analyse, and resolve customer issues
• Collaborate with developers to drive resolution
• Log bugs, test patches, and support product improvements
• Prioritise incidents based on impact
• Troubleshoot software integration problems including Xero, MYOB, and QuickBooks
• Provide technical guidance to global helpdesk and support teams
• Participate in testing and validation of accounting modules for each release
• Identify recurring issues and contribute to workflow improvements
• Bridge technology and legal accounting for CORTO's AI-powered accounting tools

Requirements

• Strong background in software support
• Hands-on troubleshooting experience
• Experience with Postman and SumoLogic
• Familiarity with session-based testing environments
• Familiarity with debugging tools such as JIRA and Salesforce
• Prior experience with LEAP, Xero, MYOB, or QuickBooks is an advantage
• Proactive mindset with prioritisation and problem-solving skills
• Excellent collaboration and communication skills
• Passion for delivering excellent service

Core Competencies

Demonstrates expertise in troubleshooting software integration issues and providing technical guidance to support teams. Proficient in collaborating with developers to enhance product quality and streamline workflows in accounting software environments.

Highest-signal resume keywords

• Software Support
• Troubleshooting Experience
• Postman
• Xero
• QuickBooks

Hard Skills

• APIs
• System Logic
• Bug Logging
• Session-Based Testing
• Debugging Tools

Soft Skills

• Collaboration
• Communication
• Problem-Solving
• Proactive Mindset
• Prioritisation

Industry Keywords

• Accounting Modules
• Workflow Improvements
• Technical Guidance
• Customer Issues
• AI-Powered Accounting

Tools & Technologies

• SumoLogic
• JIRA
• Salesforce
• MYOB
• LEAP