Technical Support Specialist

Role Overview

As a Technical Support Specialist at Versapay, you are the technical bridge between customers and our product/engineering teams. You will resolve escalated, complex technical issues, often involving integrations, APIs, and ERP workflows. This role requires deep product knowledge, advanced troubleshooting skills, and the ability to coordinate across multiple internal and external teams. You will not only solve problems but also drive continuous improvement in both product and support processes.

What you'll do

Technical Troubleshooting & Resolution

• Serve as the escalation point for advanced technical issues, including those involving ERP integrations (e.g., NetSuite, Sage Intacct, Microsoft Dynamics), APIs, middleware, and custom configurations.
• Perform in-depth log analysis, error tracing, and root cause analysis using tools such as Jira, Salesforce, and internal monitoring platforms.
• Replicate and diagnose customer-reported issues in sandbox/demo environments, documenting clear steps for development teams.
• Address data integrity, system performance, and security/compliance concerns across ERP modules (finance, supply chain, HR, etc.).
• Support integration challenges, including ETL processes, token migrations, and third-party connector troubleshooting.

Collaboration & Escalation

• Work closely with Product, Engineering, and QA to validate software releases, escalate bugs, and ensure product enhancements align with customer needs.
• Act as a technical SME during client escalation calls, providing expertise on system architecture, data flows, and configuration best practices.
• Liaise with ecosystem partners and third-party vendors to resolve cross-platform issues.

Documentation & Knowledge Management

• Create and maintain advanced troubleshooting guides, runbooks, and internal knowledge base articles for complex technical scenarios.
• Document all customer interactions, solutions, and troubleshooting steps in platforms like Intercom and Salesforce for future reference and team enablement.

Continuous Improvement & Training

• Analyze escalation trends and recurring technical issues to recommend product/process improvements.
• Participate in incident reviews and war rooms for high-severity or urgent cases, providing technical leadership and post-mortem analysis.

Customer Engagement

• Communicate complex technical concepts in a clear, customer-friendly manner.
• Manage high-visibility or complex cases end-to-end, ensuring timely updates and expectation management for both customers and internal stakeholders.

Technical Skills & Qualifications

• 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 the 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 the ability to translate technical details for non-technical audiences.

Additional Considerations

• Success in this role requires balancing speed with technical depth-solving issues quickly while ensuring sustainable, root-cause solutions.
• You will have the opportunity to influence both support and product direction by being closest to customer pain points and technical challenges.

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