Technical Support Specialist
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Job Description
Technical Support Specialist resolving complex ERP, API, and SaaS issues for Versapay’s B2B payments platform. Partnering with engineering and customers on integrations, escalations, and continuous improvement.
Responsibilities:
- Serve as the escalation point for advanced technical issues involving ERP integrations, APIs, middleware, and custom configurations
- Perform log analysis, error tracing, and root cause analysis using Jira, Salesforce, and internal monitoring platforms
- Replicate and diagnose customer-reported issues in sandbox/demo environments and document steps for development teams
- Address data integrity, system performance, and security/compliance concerns across ERP modules
- Support ETL processes, token migrations, and third-party connector troubleshooting
- Collaborate with Product, Engineering, and QA to validate releases, escalate bugs, and align enhancements with customer needs
- Act as a technical subject matter expert during client escalation calls
- Liaise with ecosystem partners and third-party vendors to resolve cross-platform issues
- Create and maintain troubleshooting guides, runbooks, and knowledge base articles
- Document customer interactions, solutions, and troubleshooting steps in Intercom and Salesforce
- Analyze escalation trends and recommend product/process improvements
- Participate in incident reviews and war rooms, providing technical leadership and post-mortem analysis
- Communicate complex technical concepts clearly to customers
- Manage high-visibility or complex cases end-to-end with timely updates and expectation management
Requirements:
- Proven experience supporting ERP systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics) or complex SaaS platforms
- Strong troubleshooting and problem-solving skills, including SQL/database management, API diagnostics, and system integration
- Familiarity with business processes in finance, HR, or supply chain, and ability to map technical issues to business impact
- Experience with system upgrades, patch management, and regression testing
- Ability to manage user accounts, roles, and permissions within ERP or enterprise software
- Excellent written and verbal communication skills, with ability to translate technical details for non-technical audiences
- Ability to balance speed with technical depth and provide sustainable, root-cause solutions
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