ERP & API Support Specialist — Remote

Kinvie; United States; Remote; USD 70,000 - 75,000; Full time

Benefits offered by this job

Remote work

Diversified, inclusive workplace

Job summary

Versapay is seeking a Technical Support Specialist who serves as the technical bridge between customers and product/engineering teams. You will resolve escalated, complex issues involving ERP integrations, APIs, and data flows.

In this role, you’ll analyze logs, perform root-cause analyses, and collaborate with Product, Engineering, and QA to validate releases while guiding customers with clear, technical explanations. Remote role in the United States.

Qualifications

• Proven experience supporting ERP systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics) or complex SaaS platforms.
• Strong troubleshooting and problem-solving skills, including SQL/database management, API diagnostics, and system integration.
• Experience with business processes in finance, HR, or supply chain, and the ability to map technical issues to business impact.
• Experience with system upgrades, patch management, and regression testing.
• Ability to manage user accounts, roles, and permissions within ERP or enterprise software.
• Excellent written and verbal communication skills, with the ability to translate technical details for non-technical audiences.

Responsibilities

• Serve as the escalation point for advanced technical issues, including ERP integrations, APIs, middleware, and custom configurations.
• Perform in-depth log analysis, error tracing, and root cause analysis using Jira, Salesforce, and internal monitoring platforms.
• Replicate and diagnose customer-reported issues in sandbox/demo environments, documenting clear steps for development teams.
• Address data integrity, system performance, and security/compliance concerns across ERP modules (finance, HR, etc.).
• Support integration challenges, including ETL processes, token migrations, and third-party connector troubleshooting.
• Work closely with Product, Engineering, and QA to validate software releases, elevate bugs, and ensure product enhancements align with customer needs.
• Act as a technical SME during client escalation calls, providing expertise on system architecture, data flows, and configuration best practices.
• Liaise with ecosystem partners and third-party vendors to resolve cross-platform issues.
• Create and maintain advanced troubleshooting guides, runbooks, and internal knowledge base articles for complex technical scenarios.
• Document all customer interactions, solutions, and troubleshooting steps in Intercom and Salesforce for future reference and team enablement.
• Analyze escalation trends and recurring technical issues to recommend product/process improvements.
• Participate in incident reviews and war rooms for high-severity or urgent cases, providing technical leadership and post-mortem analysis.
• Communicate complex technical concepts in a clear, customer-friendly manner.
• Manage high-visibility or complex cases end-to-end, ensuring timely updates and expectation management.

Skills

ERP systems

SQL/database management

API diagnostics

System integration

Troubleshooting

Tools

Jira

Salesforce

Monitoring platforms

Job description

Versapay is seeking a Technical Support Specialist who serves as the technical bridge between customers and product/engineering teams. You will resolve escalated, complex issues involving ERP integrations, APIs, and data flows.

In this role, you’ll analyze logs, perform root-cause analyses, and collaborate with Product, Engineering, and QA to validate releases while guiding customers with clear, technical explanations. Remote role in the United States.