Technical Support Specialist

Proven experience supporting ERP systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics) or complex SaaS platforms. Strong troubleshooting and problem-solving skills. SQL/database management, API diagnostics, and system integration experience. Familiarity with business processes in finance, HR, or supply chain. Experience with system upgrades, patch management, and regression testing. Ability to manage user accounts, roles, and permissions. Excellent written and verbal communication skills.

Serve as escalation point for advanced technical issues including ERP integrations, APIs, and custom configurations. Perform log analysis, error tracing, and root cause analysis using Jira, Salesforce, and internal platforms. Replicate and diagnose customer issues in sandbox environments. Address data integrity, system performance, and security concerns. Support integration challenges. Collaborate with Product, Engineering, and QA teams. Act as a technical SME during client escalation calls. Liaise with ecosystem partners and third-party vendors. Create and maintain advanced troubleshooting guides and knowledge base articles. Document customer interactions and solutions in Intercom and Salesforce. Analyze escalation trends to recommend product/process improvements. Participate in incident reviews and provide technical leadership. Communicate complex technical concepts clearly to customers. Manage high-visibility cases end-to-end.