Application Support Analyst (SaaS, Accounting & Payments) 5511

Tier4 Group; Town of Texas (WI); On-site; USD 28,000 - 34,000; Full time

Job summary

Tier4 Group is hiring an Application Support Analyst to join a growing software organization focused on accounting, payments, and AI-powered business solutions. This role is remote (EST or CST candidates only) and contract-to-hire, offering $20-$25 per hour W2.

You will be a frontline support resource, troubleshoot and resolve issues, reproduce problems, document findings, and help customers with accounting and payment workflows.

Qualifications

• 2+ years of Application Support, Software Support, SaaS Support, Product Support, or Technical Support experience.
• Proven experience troubleshooting software issues and performing root cause analysis.
• Experience supporting external customers in a software or SaaS environment.
• Ability to investigate issues independently and find solutions when documentation is limited.

Responsibilities

• Serve as a frontline support resource for customers using a cloud-based SaaS platform.
• Investigate, troubleshoot, and resolve application-related issues.
• Reproduce customer-reported problems and identify root causes.
• Handle a high volume of support requests while maintaining excellent customer service.
• Communicate clearly and professionally with customers via phone, email, and ticketing platforms.
• Escalate product defects and complex issues when appropriate.
• Document findings, resolutions, and recurring issues.
• Create and maintain knowledge base articles and user documentation.
• Assist customers with accounting, payment, and banking-related workflows within the software.
• Partner with internal teams to improve the customer experience and drive issue resolution.

Skills

Analytical thinking

Customer service mindset

Troubleshooting

Prioritization

Communication skills

Tools

Salesforce

Intercom

Zendesk

Job description

Application Support Analyst (SaaS, Accounting & Payments) 5511

Remote (EST or CST Candidates Only)

Contract-to-Hire Opportunity

$20-$25/hour W2

Tier4 Group is hiring an Application Support Analyst to join a growing software organization focused on accounting, payments, and AI-powered business solutions.

We're looking for more than a customer support representative. The ideal candidate has experience supporting software users, troubleshooting complex application issues, performing root cause analysis, and resolving cases related to accounting and payment workflows.

If you've supported customers using accounting, ERP, financial, fintech, property management, or payment-processing software and enjoy digging into problems until you find the answer, we'd like to speak with you.

What You'll Do

• Serve as a frontline support resource for customers using a cloud-based SaaS platform
• Investigate, troubleshoot, and resolve application-related issues
• Reproduce customer-reported problems and identify root causes
• Handle a high volume of support requests while maintaining excellent customer service
• Communicate clearly and professionally with customers via phone, email, and ticketing platforms
• Escalate product defects and complex issues when appropriate
• Document findings, resolutions, and recurring issues
• Create and maintain knowledge base articles and user documentation
• Assist customers with accounting, payment, and banking-related workflows within the software
• Partner with internal teams to improve the customer experience and drive issue resolution

Required Qualifications

Software Support Experience

• 2+ years of Application Support, Software Support, SaaS Support, Product Support, or Technical Support experience
• Proven experience troubleshooting software issues and performing root cause analysis
• Experience supporting external customers in a software or SaaS environment
• Ability to investigate issues independently and find solutions when documentation is limited
• Strong analytical thinking and problem-solving skills
• Experience managing a significant volume of support tickets, cases, or customer requests
• Ability to prioritize competing priorities and work efficiently in a queue-driven environment
• Strong organizational skills and attention to detail

Customer Communication

• Excellent verbal and written communication skills
• Ability to explain technical concepts to non-technical users
• Strong customer service mindset and professionalism under pressure

Accounting & Payments Experience Required

Candidates should have hands-on experience supporting software users or resolving issues involving one or more of the following:

• Accounts Payable (AP)
• Accounts Receivable (AR)
• General Ledger (GL)
• GAAP-related processes
• Accrual vs. Cash Basis Accounting
• ACH transactions
• Banking and payment workflows
• NACHA-related processes

Candidates with experience supporting accounting, ERP, banking, fintech, payment-processing, or financial software are strongly preferred.

Preferred Qualifications

• Experience supporting accounting, financial management, ERP, property management, banking, or fintech software platforms
• Experience troubleshooting issues involving financial transactions, payments, bank integrations, reconciliations, or accounting workflows
• Experience with Salesforce, Intercom, Zendesk, or similar case management systems
• Experience creating support documentation, process guides, or knowledge base articles
• Experience working with AI-enabled products, AI support tools, or AI-first environments

Ideal Backgrounds

• Application Support Analyst
• SaaS Support Analyst
• Software Support Analyst
• Technical Support Analyst
• Product Support Specialist
• Customer Support Specialist
• ERP Support Analyst
• Accounting Software Support Specialist

Experience supporting platforms used in accounting, financial operations, payment processing, banking, property management, or ERP environments is highly desirable.

What Will Make You Successful

The right candidate will be:

• A strong troubleshooter who enjoys investigating issues
• Comfortable working through ambiguous problems with limited documentation
• Experienced supporting customers in a high-volume environment
• Knowledgeable in accounting and payment workflows
• Organized, detail-oriented, and self-motivated
• Customer-focused and calm under pressure