Technical Support Specialist

New

VersapayB2B payments

United States (Remote)Full-Time

Salary70,000 - 75,000 USD per year

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Job Details

Have experience supporting ERP systems such as SAP, Oracle, NetSuite, or Microsoft Dynamics, or complex SaaS platforms.
Apply strong troubleshooting and problem-solving skills.
Have experience with SQL/database management, API diagnostics, and system integration.
Be familiar with finance, HR, or supply-chain business processes and connect technical issues to business impact.
Have experience with system upgrades, patch management, and regression testing.
Be able to manage user accounts, roles, and permissions in ERP or enterprise software.
Communicate technical details clearly to non-technical audiences.

Resolve advanced technical issues involving ERP integrations, APIs, middleware, and custom configurations.
Analyze logs, trace errors, and identify root causes using Jira, Salesforce, and internal monitoring platforms.
Reproduce customer-reported issues in sandbox or demo environments and document steps for development teams.
Troubleshoot data integrity, performance, security, integration, ETL, token migration, and third-party connector issues.
Work with Product, Engineering, and QA to validate releases, escalate bugs, and align enhancements with customer needs.
Provide technical expertise during client escalations and coordinate with ecosystem partners and vendors.
Create and maintain troubleshooting guides, runbooks, and knowledge base articles.
Document customer interactions, solutions, and troubleshooting steps in Intercom and Salesforce.
Analyze recurring escalations, recommend improvements, and participate in incident reviews and post-mortems.
Manage complex customer cases end-to-end, providing timely updates and setting expectations.

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