SaaS Technical Support Specialist - API & Payroll Ops

Rippling; United States; Remote; USD 30,000 - 33,000; Full time

Job summary

Rippling is expanding its Customer Support team to ensure a seamless experience across our Finance, HR, and IT platform. You will become a product expert, resolve complex customer issues, and collaborate with Product and Engineering to improve our services.

The role requires 2+ years in technical SaaS support, strong English communication, and hands-on API or payroll experience. We offer a fast-paced, collaborative environment with opportunities for growth and development, in a role that

Qualifications

• Bachelor’s degree is required.
• 2+ years of technical customer support experience in a SaaS business.
• Hands-on experience with APIs, integrations, or payroll processes.
• Basic understanding of accounting concepts such as journal entries, chart of accounts, and GL mapping.

Responsibilities

• Become a product expert, maintain a high level of product knowledge to provide accurate information and assistance.
• Take charge of customer issues from start to finish in a dynamic environment.
• Respond promptly and professionally to inquiries via email, chat, or video conferencing.
• Resolve product or service issues by understanding the customer’s complaint and follow up to ensure resolution.
• Troubleshoot accounting integration failures including GL sync errors and API connectivity problems.
• Document and track customer interactions using the CRM system.
• Gather customer feedback and share insights with Product and Engineering to improve products.
• Stay up-to-date with policies and product updates to provide consistent information.
• Meet schedules and handle unexpected deadlines to satisfy client needs.
• Deliver exceptional service and go the extra mile in every interaction.

Skills

APIs & Integrations

Customer support

Payroll knowledge

English communication

Problem solving

Education

Bachelor’s degree

Tools

REST APIs

Webhooks

OAuth

Job description

Rippling is expanding its Customer Support team to ensure a seamless experience across our Finance, HR, and IT platform. You will become a product expert, resolve complex customer issues, and collaborate with Product and Engineering to improve our services.

The role requires 2+ years in technical SaaS support, strong English communication, and hands-on API or payroll experience. We offer a fast-paced, collaborative environment with opportunities for growth and development, in a role that