Application Support Specialist
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Job Description
Application Support Specialist supporting Velixo’s Excel-native ERP reporting product for Acumatica and Sage Intacct. Troubleshooting integrations and AI assistants for finance teams.
Responsibilities:
- Provide technical support for Velixo’s ERP Financial analysis Excel add-in product
- Troubleshoot and resolve product issues and integrations with Acumatica and Sage Intacct
- Assist customers with reporting analysis and queries
- Support customers and internal teams using AI assistants with Velixo and ERP data, including MCP server setup
- Troubleshoot AI tooling issues, including connector failures, skills that do not trigger, and inaccurate outputs
- Build and refine AI skills to streamline repeatable support workflows
- Apply understanding of software development lifecycle and software support processes
- Stay current on Velixo, Acumatica, Sage Intacct, and relevant AI tooling
Requirements:
- Bachelor’s degree in Information Technology, Computer Science, Finance, Accounting or a related field
- Minimum of 2 years of technical support experience, with at least 1 year focused on ERP systems
- Proven experience as a Technical Support Specialist or similar role, with a focus on ERP systems
- Familiarity with financial analysis and reporting tools, preferably within an ERP context
- Working knowledge of the Model Context Protocol (MCP), including AI client connections, server tools and data exposure, authentication, and permissions
- Hands-on experience creating AI skills or structured prompts, including trigger descriptions, step-by-step instructions, and reference material
- Methodical approach to AI troubleshooting, with sound judgment about data privacy and human review of AI-generated answers
- Strong problem-solving skills and ability to diagnose and resolve technical issues
- Excellent communication and customer service skills, including explaining complex concepts to non-technical users
- Knowledge of Acumatica or Sage Intacct highly desirable
- Experience with Claude, ChatGPT or similar agentic AI platforms is an asset
- Basic scripting in Python or JavaScript is an asset
Benefits:
- Fully remote position
- Equal opportunity employer committed to diversity and inclusion
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