Technical SaaS Support Specialist - APIs & Payroll

Rippling; New Mexico; On-site; USD 30,000 - 33,000; Full time

Job summary

Rippling is a San Francisco-based company offering a unified platform for HR, IT, and Finance. We are seeking a technically skilled Customer Support specialist to guide customers through API integrations, payroll workflows, and accounting data mappings.

You will diagnose and resolve complex issues, coordinate with Product and Engineering, and ensure accurate, timely responses across email, chat, and video. Join a fast-growing team supporting customers across time zones.

Qualifications

• Bachelor's degree required.
• 2+ years of technical customer support in a SaaS business.
• Hands-on experience with APIs, integrations, or payroll processes.
• Basic understanding of accounting concepts such as journal entries and GL mapping.
• Experience diagnosing integration failures including sync errors and data mapping issues.
• Demonstrated problem-solving and troubleshooting skills with strong attention to detail.
• Excellent written and verbal communication skills in English.
• Open to working 9:00 PST - 5:30 PST.

Responsibilities

• Become a product expert, maintain a high level of product knowledge to provide accurate information and assistance to both customers and colleagues.
• Take charge of customer issues from start to finish, while working in a dynamic and fast-paced environment.
• Respond promptly and professionally to customer inquiries via email, chat, or video conferencing.
• Resolve product or service issues by understanding the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.
• Troubleshoot accounting integration failures including GL sync errors, journal entry issues, and API connectivity problems.
• Document and track customer interactions, transactions, comments, and complaints using the company's CRM system.
• Gather customer feedback and work directly with Product and Engineering teams to share insights to help improve products and services.
• Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information to customers.
• Work well under time constraints and meet schedules, including unexpected deadlines, to ensure client needs are met.
• Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.

Skills

APIs

Payroll processes

REST APIs

Webhooks

Data mapping

Troubleshooting

CRM literacy

Education

Bachelor's degree

Tools

CRM system

QuickBooks Online

Job description

Rippling is a San Francisco-based company offering a unified platform for HR, IT, and Finance. We are seeking a technically skilled Customer Support specialist to guide customers through API integrations, payroll workflows, and accounting data mappings.

You will diagnose and resolve complex issues, coordinate with Product and Engineering, and ensure accurate, timely responses across email, chat, and video. Join a fast-growing team supporting customers across time zones.