Technical Support Specialist

About Our Client

Our client turns accounts receivable (AR) into a competitive advantage.

Inefficient AR processes slow cash flow and stall growth. Our client removes friction, unlocks working capital, and accelerates momentum — giving finance leaders the clarity and control they need to drive business forward.

Our client automates accounts receivable, removing barriers to collecting and reconciling B2B payments. Its solutions connect finance teams, customers, and business systems in one ecosystem to ensure cash flow clarity. With over 10,000 customers and 5M+ companies transacting on the platform, the organization processes over 110M transactions and $257B annually.

About The Role

As a Technical Support Specialist, you are the technical bridge between customers and the 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.

Key Responsibilities

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.

Required Qualifications

• 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 Information

• 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.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”