Senior Merchant ERP & Payments Support Lead

Crosscut; Hermosillo; Vor Ort; MXN 600.000 - 900.000; Vollzeit

Benefits dieser Stelle

PTO & Sick Leave

Free snacks & lunches

Major Medical Insurance

Food vouchers

Stock options

Modern tools & equipment

Growth opportunities

Zusammenfassung

Paystand is seeking a Senior Technical Support Analyst to own high‑priority merchant issues across ERP integrations (NetSuite, Sage Intacct, Acumatica) and payment reconciliation. You will engage with finance stakeholders, diagnose complex problems, and drive improvements with product and engineering teams.

You will also help automate common issues, write clear runbooks, and contribute to a knowledge base that reduces manual effort while maintaining high service levels.

Qualifikationen

• 5+ years in customer-facing technical support in a SaaS environment.
• Experience owning live conversations with unhappy customers, including senior finance stakeholders.
• Strong SQL with ability to write queries and joins.
• Working knowledge of REST APIs, JSON, webhooks and log analysis.

Aufgaben

• Own escalated merchant issues end to end, from first report to verified resolution.
• Diagnose ERP integration failures and perform API-level troubleshooting.
• Write and maintain runbooks and knowledge base content for support.
• Collaborate with engineering to drive root-cause analysis and engineering fixes.
• Automate routine tasks and improve AI-driven support workflows.

Kenntnisse

SQL proficiency

REST APIs

English fluency

Customer-facing

Communication

Ausbildung

Bachelor's degree or equivalent

Tools

Zendesk

NetSuite/Sage Intacct/Acumatica

ERP integrations

Jobbeschreibung

Paystand is seeking a Senior Technical Support Analyst to own high‑priority merchant issues across ERP integrations (NetSuite, Sage Intacct, Acumatica) and payment reconciliation. You will engage with finance stakeholders, diagnose complex problems, and drive improvements with product and engineering teams.

You will also help automate common issues, write clear runbooks, and contribute to a knowledge base that reduces manual effort while maintaining high service levels.