Technical Support Analyst

IGM US Holdings, Inc.; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading financial solutions provider is seeking a Technical Support Analyst (Accounting Systems) to assist government finance teams with the Gravity platform. The role requires 2–4 years of technical support experience and a solid understanding of accounting principles. Responsibilities include troubleshooting financial data issues, collaborating with product teams, and ensuring accurate reporting and compliance. The ideal candidate is detail-oriented and thrives in a fast-paced environment, eager to enhance public sector finance through innovation and automation.

Qualifications

• 2–4 years of experience in technical or application support.
• Strong understanding of accounting principles like reconciliations and budget reporting.
• Experience with financial data models or workflows.

Responsibilities

• Act as the Tier 2 escalation point for accounting issues.
• Troubleshoot and validate financial and accounting data.
• Support clients in budgeting and compliance processes.
• Collaborate with engineering to identify system defects.
• Analyze accounting issues for product improvements.
• Maintain clear case documentation for knowledge bases.
• Provide guidance to finance users on solutions.

Skills

Troubleshooting and analytical skills

Strong communication

Excellent understanding of accounting principles

Data-driven issue resolution

Tools

Salesforce Service Cloud

SQL

ETL processes

Job description

Gravity is the platform public agencies use to manage budgeting, automate financial reporting, and meet compliance with confidence. From Annual Comprehensive Financial Reports (ACFR) to Budget Books to GASB disclosures, we give teams the tools to move faster, work smarter, and build public trust.

About the role

We’re looking for a Technical Support Analyst (Accounting Systems) with a strong understanding of accounting processes, financial data, and system workflows. In this role, you’ll support government finance teams using the Gravity platform to manage budgeting, reporting, and compliance tasks. You’ll troubleshoot complex accounting and data‑related issues, ensuring accurate financial outputs and seamless platform performance.

This is a hands‑on role at the intersection of finance, accounting systems, and technology, ideal for someone who understands how debits and credits translate into data fields, reports, and automated workflows.

What you'll do

• Act as the Tier 2 escalation point for technical and functional accounting issues, resolving platform errors and workflow disruptions.
• Troubleshoot and validate financial and accounting data, including journal entries, leasing schedules, and report discrepancies.
• Support clients in budgeting, reporting, and compliance processes, ensuring data integrity and accurate financial outcomes.
• Collaborate with engineering and product teams to identify, document, and elevate system defects or enhancement opportunities.
• Analyze recurring accounting issues or process bottlenecks to recommend product or workflow improvements.
• Maintain clear and detailed case documentation, contributing to internal and client‑facing knowledge bases.
• Provide clear and professional guidance to finance users, helping them understand both the technical and accounting implications of solutions.

What you'll bring

• 2–4 years of experience in technical or application support, ideally with exposure to financial, accounting, or ERP systems.
• Strong understanding of accounting principles, such as reconciliations, journal entries, amortization, or budget reporting.
• Experience working with financial data models or workflows (e.g., general ledger, lease accounting, reporting frameworks).
• Excellent troubleshooting and analytical skills, particularly in resolving data‑driven or configuration‑related issues.
• Strong communication skills, with the ability to explain accounting concepts and technical resolutions clearly to non‑technical users.
• Familiarity with tools like Salesforce Service Cloud, SQL, or ETL processes is an asset.
• Background in public sector accounting, GASB reporting, or financial compliance is a strong plus.
• Comfortable working in a fast‑paced startup environment with evolving systems and priorities.

About you

• You enjoy solving problems at the intersection of finance and technology.
• You can interpret complex accounting data and explain it in plain language.
• You are detail‑oriented and thrive on ensuring financial accuracy in every ticket or issue you resolve.
• You’re collaborative, curious, and motivated by improving both systems and user experience.
• You’re excited to help modernize public sector finance through innovation and automation.