Remote SaaS Support Specialist - Accounting & Payments

Tier4 Group; Charlotte (NC); On-site; USD 28,000 - 34,000; Full time

Job summary

Tier4 Group is hiring an Application Support Analyst to assist customers using a cloud-based SaaS platform focused on accounting, payments, and AI-powered business solutions.

You will provide frontline support, troubleshoot issues, reproduce problems, identify root causes, and document resolutions with clear communication across channels. The role requires 2+ years in software/SaaS support and the ability to handle high-volume tickets while maintaining strong customer service.

Qualifications

• 2+ years of Application Support or SaaS support experience.
• Experience troubleshooting software issues and root cause analysis.
• Experience supporting external customers in a software/SaaS environment.
• Ability to investigate issues independently with limited docs.
• Strong analytical thinking, problem-solving, and organizational skills.
• Experience handling high volumes of tickets and priorities in a queue.

Responsibilities

• Serve as frontline support for customers using a cloud SaaS platform.
• Investigate, troubleshoot, and resolve application-related issues.
• Reproduce customer problems and identify root causes.
• Handle a high volume of support requests with excellent service.
• Communicate clearly with customers via phone, email, and ticketing tools.
• Escalate defects and complex issues when needed.
• Document findings, resolutions, and recurring issues.
• Create/update knowledge base articles and user docs.
• Assist customers with accounting, payments, and banking workflows.
• Collaborate with internal teams to improve customer experience.

Skills

Application Support

SaaS Support

Customer Service

Root Cause Analysis

Ticket Management

Communication

Tools

Salesforce

Intercom

Zendesk

Knowledge base

Job description

Tier4 Group is hiring an Application Support Analyst to assist customers using a cloud-based SaaS platform focused on accounting, payments, and AI-powered business solutions.

You will provide frontline support, troubleshoot issues, reproduce problems, identify root causes, and document resolutions with clear communication across channels. The role requires 2+ years in software/SaaS support and the ability to handle high-volume tickets while maintaining strong customer service.