Senior Technical Support Analyst - Fintech ERP & AI

Cervin; Hermosillo; On-site; MXN 600,000 - 840,000; Full time

Benefits offered by this job

Stock options

Health insurance

Paid time off

Job summary

Paystand is seeking a Senior Technical Support Analyst to own merchant-facing problems, including escalations, ERP integration failures, and payment reconciliation across NetSuite and other ERPs.

You will engage with finance stakeholders, translate technical findings, and drive root-cause improvements with engineering. Expect to write runbooks, improve AI-assisted resolution, and mentor the frontline team.

Qualifications

• 5+ years in customer-facing technical support in a SaaS environment.
• 2+ years handling escalations or senior tier.
• Strong SQL with ability to write joins.

Responsibilities

• Own escalated merchant issues end to end.
• Diagnose ERP integration failures and reconciliation issues.
• Write/runbooks and contribute to knowledge base.
• Collaborate with AI support to automate routine tasks.

Skills

SQL

REST APIs

Customer facing

ERP integration

Zendesk

Tools

SuiteScript

API troubleshooting

Job description

Paystand is seeking a Senior Technical Support Analyst to own merchant-facing problems, including escalations, ERP integration failures, and payment reconciliation across NetSuite and other ERPs.

You will engage with finance stakeholders, translate technical findings, and drive root-cause improvements with engineering. Expect to write runbooks, improve AI-assisted resolution, and mentor the frontline team.