Escalations Analyst – Accounting

Jobtailor; Sydney; On-site; AUD 65,000 - 100,000; Full time

Job summary

Jobtailor in Sydney seeks a dedicated software support specialist to triage complex escalations, analyze system logic, and collaborate with developers to drive resolutions for accounting software integrations.

You will work with Postman, SumoLogic, and debugging tools to identify issues across Xero, MYOB, and QuickBooks, log bugs, test patches, and support product improvements while ensuring excellent customer service.

Qualifications

• Strong background in software support and customer service.
• Hands-on troubleshooting experience across accounting software integrations.
• Experience with Postman and SumoLogic.
• Familiarity with session-based testing environments.
• Familiarity with debugging tools such as JIRA and Salesforce.
• Prior experience with LEAP, Xero, MYOB, or QuickBooks is advantageous.
• Proactive mindset with prioritisation and problem-solving skills.
• Excellent collaboration and communication skills.
• Passion for delivering excellent service.

Responsibilities

• Triage complex escalations and trace system logic.
• Work with APIs and logs to identify, analyse, and resolve customer issues.
• Collaborate with developers to drive resolution.
• Log bugs, test patches, and support product improvements.
• Prioritise incidents based on impact.
• Troubleshoot software integration problems including Xero, MYOB, and QuickBooks.
• Provide technical guidance to global helpdesk and support teams.
• Participate in testing and validation of accounting modules for each release.
• Identify recurring issues and contribute to workflow improvements.
• Bridge technology and legal accounting for CORTO's AI-powered accounting tools.

Skills

Software support

Troubleshooting

Postman

SumoLogic

JIRA

Salesforce

Xero

MYOB

QuickBooks

Communication

Problem-solving

Prioritisation

Tools

Postman

SumoLogic

JIRA

Salesforce

LEAP

Xero

MYOB

QuickBooks

Job description

• Triage complex escalations and trace system logic
• Work with APIs and logs to identify, analyse, and resolve customer issues
• Collaborate with developers to drive resolution
• Log bugs, test patches, and support product improvements
• Prioritise incidents based on impact
• Troubleshoot software integration problems including Xero, MYOB, and QuickBooks
• Provide technical guidance to global helpdesk and support teams
• Participate in testing and validation of accounting modules for each release
• Identify recurring issues and contribute to workflow improvements
• Bridge technology and legal accounting for CORTO's AI-powered accounting tools

Requirements

• Strong background in software support
• Hands-on troubleshooting experience
• Experience with Postman and SumoLogic
• Familiarity with session-based testing environments
• Familiarity with debugging tools such as JIRA and Salesforce
• Prior experience with LEAP, Xero, MYOB, or QuickBooks is an advantage
• Proactive mindset with prioritisation and problem-solving skills
• Excellent collaboration and communication skills
• Passion for delivering excellent service

Core Competencies

Demonstrates expertise in troubleshooting software integration issues and providing technical guidance to support teams. Proficient in collaborating with developers to enhance product quality and streamline workflows in accounting software environments.

Highest-signal resume keywords

• Software Support
• Troubleshooting Experience
• Postman
• Xero
• QuickBooks

Hard Skills

• APIs
• System Logic
• Bug Logging
• Session-Based Testing
• Debugging Tools

Soft Skills

• Collaboration
• Communication
• Problem-Solving
• Proactive Mindset
• Prioritisation

Industry Keywords

• Accounting Modules
• Workflow Improvements
• Technical Guidance
• Customer Issues
• AI-Powered Accounting

Tools & Technologies

• SumoLogic
• JIRA
• Salesforce
• MYOB
• LEAP