24/7 Payroll SaaS Support Engineer

Mercans; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Mercans is seeking a Support Engineer to own 2–3 named client accounts end-to-end, handling L1–L2 issues and collaborating with AI for triage. You will become the client relationship layer, know configurations, attend reviews, and help train the AI with knowledge base content.

In this role you'll participate in 24/7 shift coverage, review AI suggested resolutions, and ensure tickets are properly documented with structured data. Strong communication and multi-country payroll knowledge are a plus.

Qualifications

• Bachelor's degree in IT, Business, HR, or equivalent professional experience in SaaS support or payroll operations.
• Minimum 2 years in SaaS product support, HRIS support, or payroll operations.
• Multi-country payroll experience preferred.
• Candidates from implementation, compliance, or BAU backgrounds with strong analytical skills will be considered.

Responsibilities

• Own all support tickets for designated clients from creation through resolution at L1–L2 complexity.
• Develop deep expertise in each client's product configuration, integrations, payroll rules, and country-specific compliance.
• Attend MBRs/QBRs for assigned clients, presenting ticket trends, root cause themes, and improvement actions.
• Maintain client artifacts: wage type catalogs, data dictionaries, and configuration guides.
• Engage BAU team members for country-specific payroll expertise while retaining full ticket ownership.
• Review AI-suggested resolutions for assigned clients, validate or correct them, and provide structured feedback.

Skills

Payroll configuration

Issue triage

AI validation

Client communication

Problem solving

YouTrack

Education

Bachelor's degree in IT/Business/HR

Tools

YouTrack

Job description

Mercans is seeking a Support Engineer to own 2–3 named client accounts end-to-end, handling L1–L2 issues and collaborating with AI for triage. You will become the client relationship layer, know configurations, attend reviews, and help train the AI with knowledge base content.

In this role you'll participate in 24/7 shift coverage, review AI suggested resolutions, and ensure tickets are properly documented with structured data. Strong communication and multi-country payroll knowledge are a plus.