Senior Technical Support Analyst - ERP & Payments Integrations

Cervin; Región Centro; On-site; MXN 400,000 - 520,000; Full time

Benefits offered by this job

Generous PTO and sick leave

Free snacks and paid lunches

Major Medical Health Insurance

Savings funds

Stock options

Modern tools and equipment

Growth opportunities

Job summary

Paystand is seeking a Senior Technical Support Analyst to own our 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, from staff to CFOs, on calls and in writing, translating findings into actionable insights.

This is a role that combines escalation management with hands-on ERP debugging.

Qualifications

• 5+ years in customer-facing technical support in a SaaS environment, including at least 2 years handling escalations or a senior tier.
• Demonstrated experience owning live conversations with unhappy customers, including senior finance stakeholders.
• Strong SQL. You write your own queries and joins to investigate, not just read dashboards.
• Working knowledge of REST APIs, JSON, webhooks and log analysis.
• Hands-on experience supporting, administering or integrating at least one major ERP: NetSuite, Sage Intacct, Business Central or Acumatica.
• Experience with Zendesk or a comparable ticketing platform.
• Fluent written and spoken English, at a level that holds up on a call with a US finance executive.
• A concrete example of something you built or changed that measurably reduced support volume.

Responsibilities

• Own escalated merchant issues end to end, from first report through verified resolution.
• Lead merchant communication by email, call and video, including difficult conversations with finance and accounting stakeholders under time pressure.
• Translate technical findings into terms a controller or CFO can act on, without oversimplifying what happened.
• Triage, assign and drive resolution against SLA across our lines of business.
• Act as the escalation point for the front-line support team.
• Write SQL against production data to establish what actually happened.
• Debug integration failures between Paystand and merchant ERPs, including SuiteScript and API-level troubleshooting.
• Resolve reconciliation failures: broken transfers, failed postings, cash apply, tokenization failures, refunds and disputes.
• Perform ERP configuration work: workflows, saved searches, custom fields, dynamic mapping, email templates, sandbox and account reconnection.
• Support bundle updates in customized merchant environments alongside the NetSuite engineering team.
• Identify which ticket categories are routine enough to automate, and build them into automated resolution.
• Work directly with our AI support agents. Review and correct their drafted responses, judge output quality, and feed back what they get wrong.
• Improve the knowledge base and runbooks the agents draw on, so their accuracy improves with the content rather than by chance.
• Instrument and report automation containment honestly: what is genuinely resolved without a human, and what only appears to be.
• Write and maintain runbooks to a standard someone else on the team can follow without you.
• File and drive root-cause tickets with engineering, and hold them until the defect is actually fixed.
• Analyse ticket trends and recommend the process or product changes that remove recurring volume.
• Contribute merchant-facing help centre content in partnership with the knowledge team.

Skills

SQL

ERP integration

REST APIs

English fluency

Escalation management

Zendesk

Tools

NetSuite

Sage Intacct

Business Central

Acumatica

Job description

Paystand is seeking a Senior Technical Support Analyst to own our 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, from staff to CFOs, on calls and in writing, translating findings into actionable insights.

This is a role that combines escalation management with hands-on ERP debugging.