Customer Support Specialist – Integrations, Accounting

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Take ownership of integrations and accounting support inquiries via phone and email until resolution.

• Investigate data transfer issues between Miter and partner systems by analyzing sync logs and API errors.

• Replicate issues to ascertain if they stem from configuration errors, customer-data discrepancies, partner-related issues, or product bugs.

• Address construction accounting scenarios that involve GL and department mapping, job and cost code costing, labor burden and fringe allocation, multi-entity configurations, and unsynchronized employees, jobs, or activities.

• Escalate genuine defects to Engineering with supporting reproductions, logs, and customer settings.

• Establish proactive support strategies and automate solutions or customer recommendations.

• Develop comprehensive integration troubleshooting manuals, saved responses, and knowledge base articles.

• Conduct reviews of escalated cases with Tier 1 and provide training on accounting systems.

• Offer support to integration partners including Sage, Procore, and BuildOps.

• Recognize customer trends and translate them into bug reports, feature requests, and process enhancements in collaboration with Product and Engineering.

• Achieve Resolution, SLA, and CSAT targets while ensuring quality standards are met.

⛳️ Requirements

• Minimum of 2 years of practical experience with accounting or ERP systems.

• Significant expertise in at least one of the following: Sage Intacct, Sage 100 or 300 CRE, QuickBooks Online or Desktop, NetSuite, Acumatica, Viewpoint Vista or Spectrum, or Foundation.

• Solid understanding of payroll accounting, which includes chart of accounts, GL mapping, journal entries, accruals, departments and classes, job costing, and payroll-to-ledger reconciliation.

• Proficient technical troubleshooting abilities, including interpreting error messages and sync logs, as well as handling CSV imports and exports.

• Capable of maintaining an organized support queue and effectively managing customer expectations.

• Excellent, friendly written communication skills.

• Competent in creating guides, playbooks, and knowledge base documentation.

• Comfortable utilizing AI tools and workflows.

• Empathetic, service-oriented mindset with a genuine curiosity about the construction industry.

• Experience in construction accounting, ERP or payroll integration implementation, familiarity with field and operations tools, payroll or benefits data-feed familiarity, and CPA/accounting-system certification are beneficial.

• Must be legally authorized to work in the United States.

🏝️ Benefits

• Competitive salary, commission, and equity packages.

• Comprehensive medical, dental, FSA, and vision plans.

• Company-matched 401(k) contributions.

• Flexible PTO.

• Generous 16-week paid parental leave for all parents, including adoptive and foster parents.

• Annual educational stipend for external professional development.

• Snacks, coffee, lunch, and commuter benefits for in-office employees.

• Company-wide and team-specific off-site events.

• Remote work arrangement with occasional travel for onboarding and off-sites.