Senior Tech Support Analyst — ERP & Finance Escalations

Crosscut; Región Centro; On-site; MXN 600,000 - 900,000; Full time

Benefits offered by this job

PTO and sick leave

Free snacks & paid lunches

Major Medical Health Insurance

Food vouchers

Stock options

Growth opportunities

Job summary

Paystand is seeking a Senior Technical Support Analyst to own the most challenging merchant-facing issues, including escalations, ERP integration failures, and payment reconciliation across NetSuite, Sage Intacct, and other integrations.

You will engage with finance stakeholders on calls, translate technical findings for executives, and drive root-cause fixes with engineering. This is a senior, building role with emphasis on automation and knowledge sharing.

Qualifications

• 5+ years in customer-facing technical support in a SaaS environment, including escalation experience.
• Strong SQL skills with ability to write joins and queries.

Responsibilities

• Own escalated merchant issues end to end, including communication with finance stakeholders.
• Debug ERP integration failures and perform ERP configuration work.
• Collaborate with NetSuite engineering to resolve root causes and improve documentation.
• Develop and maintain runbooks and knowledge base content for support automation.
• Partner with AI agents to improve automated resolution and containment.

Skills

SQL

REST APIs

Zendesk

English fluency

Customer-facing support

Tools

NetSuite

Sage Intacct

Acumatica

Job description

Paystand is seeking a Senior Technical Support Analyst to own the most challenging merchant-facing issues, including escalations, ERP integration failures, and payment reconciliation across NetSuite, Sage Intacct, and other integrations.

You will engage with finance stakeholders on calls, translate technical findings for executives, and drive root-cause fixes with engineering. This is a senior, building role with emphasis on automation and knowledge sharing.