Technical Support Specialist

Kinvie; Canada; Remote; CAD 75.000 - 80.000; Vollzeit

Zusammenfassung

Versapay is seeking a Technical Support Specialist to bridge customers and product/engineering teams, handling escalated, complex issues involving ERP integrations, APIs, and workflows. You will analyze logs and coordinate across teams to drive improvements in both product and support processes.

Join a fast-moving team in Canada with remote collaboration, contributing to knowledge bases, incident reviews, and customer communications while ensuring data integrity and security across ERP modules.

Qualifikationen

• Experience supporting ERP systems (SAP/Oracle/NetSuite/Dynamics) or complex SaaS platforms.
• Strong troubleshooting and problem-solving, including SQL, API diagnostics, and system integration.
• Understanding business processes in finance, HR, or supply chain with mapping to business impact.
• Experience with system upgrades, patch management, and regression testing.
• Ability to manage user accounts and permissions within ERP/software.
• Excellent written and verbal communication, translating technical details for non-technical audiences.

Aufgaben

• Escalate and resolve advanced technical issues across ERP integrations, APIs, and configuration.
• Analyze logs, trace errors, perform root cause analysis using Jira, Salesforce, and monitoring tools.
• Replicate issues in sandbox environments and document steps for developers.
• Address data integrity, performance, and security across ERP modules.
• Assist with ETL processes and third-party connector troubleshooting.
• Coordinate with Product, Engineering, QA to validate releases and raise bugs.
• Act as SME during client escalation calls on architecture and data flows.
• Liaise with ecosystem partners to resolve cross-platform issues.
• Create troubleshooting guides and runbooks for complex cases.
• Document customer interactions in Intercom and Salesforce.

Kenntnisse

ERP systems support

SQL/database management

API diagnostics

System integration

Clear communication

Tools

Jira

Salesforce

Intercom

Jobbeschreibung

About Versapay

Versapay is the platform that rewires AR by removing barriers from collecting and reconciling B2B payments, providing end-to-end cash flow clarity and ensuring businesses can manage working capital on their terms.

By closing the loop for finance teams and their business systems, customers, and payment activity into a single intelligent ecosystem, Versapay transforms money matters into a data-driven advantage. With 10,000 customers and 5M+ companies transacting, Versapay facilitates 110M+ transactions and processes $300B+ in payments volume annually.

Think you might be the next Veep to join? Read on!!

Role Overview:

As a Technical SupportSpecialistatVersapay, you are the technical bridge between customers and our 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.

What you'll do:

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 tovalidatesoftware releases, escalates bugs, and ensures product enhancements align with customer needs.
• Act as a technical SME during client escalation calls, providingexpertiseon 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 andmaintainadvanced 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 complexcasesend-to-end, ensuringtimelyupdates and expectation management for both customers and internal stakeholders.

What you'll bring to the team:

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 Considerations:

• 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.

$75,000 - $80,000 a year

#LI-Remote

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.