Technical Support Specialist

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

📋 Description

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

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

• Reproduce and troubleshoot issues reported by customers in sandbox or demo environments, documenting the necessary steps for development teams.

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

• Assist with ETL processes, token migrations, and troubleshooting third-party connectors.

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

• Serve as a technical subject matter expert during escalation calls with clients.

• Coordinate with ecosystem partners and third-party vendors to resolve issues that span multiple platforms.

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

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

• Analyze trends in escalations and suggest improvements for products and processes.

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

• Clearly communicate complex technical concepts to customers.

• Oversee high-visibility or intricate cases from start to finish, ensuring timely updates and managing expectations.

⛳️ Requirements

• Demonstrated experience in supporting ERP systems (such as SAP, Oracle, NetSuite, Microsoft Dynamics) or complex SaaS platforms.

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

• Familiarity with business processes in finance, HR, or supply chain, along with the ability to connect technical issues to business impacts.

• Experience in 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, with the ability to convey technical details to non-technical audiences.

• Capacity to balance speed with technical depth, delivering sustainable, root-cause solutions.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and training.

• Flexible work hours and remote work options.

• Supportive and inclusive work environment.