Technical Support Specialist

22 hours, 6 minutes ago
Full-time
Senior
Customer and Technical Support
Versapay

Versapay

Versapay provides cloud-based accounts receivable automation software and integrated payment solutions that enhance efficiency and cash flow for businesses by facilitating electronic invoice presentment and online payment collaboration with customers.

Capital Markets
51-200
Founded 2006
$16M raised

Description

  • Serve as the escalation point for advanced technical issues involving ERP integrations, APIs, middleware, and custom configurations.
  • Analyze logs, trace errors, and perform root-cause analysis using Jira, Salesforce, and internal monitoring tools.
  • Replicate and diagnose customer issues in sandbox and demo environments, documenting findings for development teams.
  • Resolve issues involving data integrity, system performance, security, compliance, ETL processes, token migrations, and third-party connectors.
  • Partner with Product, Engineering, and QA to validate releases, escalate bugs, and align enhancements with customer needs.
  • Provide technical expertise during client escalation calls on system architecture, data flows, and configuration best practices.
  • Coordinate with ecosystem partners and third-party vendors to resolve cross-platform issues.
  • Create and maintain advanced troubleshooting guides, runbooks, and internal knowledge-base articles.
  • Document customer interactions, solutions, and troubleshooting steps in Intercom and Salesforce.
  • Manage complex, high-visibility cases end-to-end and analyze escalation trends to recommend improvements.

Requirements

  • Experience supporting ERP systems such as SAP, Oracle, NetSuite, or Microsoft Dynamics, or other complex SaaS platforms.
  • Strong troubleshooting and problem-solving skills across SQL/database management, API diagnostics, and system integrations.
  • Familiarity with finance, HR, or supply-chain business processes and the ability to connect technical issues to business impact.
  • Experience with system upgrades, patch management, and regression testing.
  • Ability to manage user accounts, roles, and permissions in ERP or enterprise software.
  • Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences.
  • Ability to balance rapid issue resolution with sustainable, root-cause solutions.
  • Ability to support remote work.

Interested in this position?

Apply directly on the company website

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