Technical Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the escalation point for complex technical challenges related to ERP integrations, APIs, middleware, and custom configurations.

• Conduct thorough log analysis, error tracing, and root cause investigations using Jira, Salesforce, and internal monitoring tools.

• Reproduce and troubleshoot customer-reported issues in sandbox/demo environments, documenting the processes for development teams.

• Address concerns regarding data integrity, system performance, and security/compliance across ERP modules.

• Provide support for ETL processes, token migrations, and troubleshooting of third-party connectors.

• Collaborate with Product, Engineering, and QA teams to validate releases, escalate bugs, and align enhancements with customer requirements.

• Serve as a technical Subject Matter Expert during client escalation calls.

• Interface with ecosystem partners and third-party vendors to address cross-platform issues.

• Develop and maintain troubleshooting guides, runbooks, and knowledge base articles.

• Record customer interactions, solutions, and troubleshooting steps in Intercom and Salesforce.

• Analyze escalation patterns and suggest product/process improvements.

• Engage in incident reviews and war rooms, providing technical guidance and post-mortem analysis.

• Clearly communicate intricate technical concepts to customers.

• Manage high-visibility or complex cases from start to finish with timely updates and effective expectation management.

⛳️ Requirements

• Demonstrated experience in supporting ERP systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics) or intricate SaaS platforms.

• Strong troubleshooting and problem-solving capabilities, encompassing SQL/database management, API diagnostics, and system integration.

• Understanding of business processes in finance, HR, or supply chain, with the ability to connect technical issues to business outcomes.

• Experience with system upgrades, patch management, and regression testing.

• Proficient in managing user accounts, roles, and permissions within ERP or enterprise software.

• Exceptional written and verbal communication skills, capable of translating technical information for non-technical audiences.

• Extensive product knowledge and advanced troubleshooting abilities.

• Ability to coordinate efforts across multiple internal and external teams.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work environment and remote work options.

• Employee wellness programs and resources.