Technical Support Specialist

Corkyy Inc.; Alpharetta (GA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k)

On-demand earned pay through Immediate

Job summary

Immediate is hiring a Technical Support Specialist to backstop our Customer Support team. You will own Tier 2 escalations, reproduce issues, and drive them to resolution, while setting up and maintaining client integrations to ensure accurate payroll and HR data flow.

You'll collaborate with Implementation, Product, and Engineering, write clear bug reports, and validate data mappings. Strong SQL, REST API, and file-based integration experience are required, with effective communication and

Qualifications

• 2+ years in technical support, support engineering, or integrations, ideally at a SaaS, fintech, or payroll/HR tech company.
• Hands-on experience handling escalated or Tier 2 support cases end to end.
• Working knowledge of SQL (MySQL or similar) for querying and validating data.
• Experience with REST APIs and file-based integrations (SFTP, CSV, flat files), including tools like Postman.
• Clear written and verbal communication, with the ability to explain technical issues to non-technical customers.

Responsibilities

• Escalation management: Own Tier 2 escalations from intake through resolution and close-out.
• Integrations: Set up and configure new client integrations with payroll, HR, and timekeeping systems via API and file-based connections.
• Logs and data investigation: Review logs, write SQL queries, perform data quality checks, and build reports.
• Process and knowledge: Write troubleshooting guides and training materials, follow security policies, achieve team goals.

Skills

SQL

REST APIs

Postman

Zendesk

Education

Bachelor's degree or equivalent

Tools

SFTP/CSV

Job description

At Corkyy, we're proud to help great companies find the right people.

The job below belongs to one of our client companies, Immediate, and we're sharing it here so you can discover more opportunities. When you apply, you'll be taken directly to the hiring company's application process. Everything else you see here comes straight from the original job posting, so you can be confident the details are accurate and up to date...

About Immediate

Immediate is a financial wellness company that helps businesses recruit, engage, and retain employees. We give workers on-demand access to the wages they've already earned, along with pay cards and tools that make everyday finances easier. Our platform connects with the payroll, HR, and timekeeping systems our clients already use, so getting employees paid faster is simple for everyone involved.

The role

We're hiring a Technical Support Specialist to be the technical backstop for our Customer Support team. You'll take the issues frontline support can't resolve, dig into logs and data to find the root cause, and drive each one to resolution. You'll also own the setup and ongoing health of client integrations, making sure payroll, timekeeping, and HR data flows into Immediate accurately and on time. You'll work closely with Customer Support, Implementation, Product, and Engineering.

What you'll do

Escalation management

• Own Tier 2 escalations from the Customer Support team, from intake through resolution and close-out
• Triage incoming escalations by severity and customer impact, and keep stakeholders updated until resolved
• Reproduce issues, identify root causes, and document clear bug reports for Engineering when a fix is needed
• Communicate directly with clients and internal teams on complex or sensitive issues
• Track escalation trends and recommend fixes, process changes, or knowledge base updates that reduce repeat issues

Integrations

• Set up and configure new client integrations with payroll, HR, and timekeeping systems via API and file-based (SFTP/CSV) connections
• Validate data mappings and test integrations before go-live
• Monitor existing integrations, investigate failures or data discrepancies, and restore data flow quickly
• Partner with Implementation on the technical portions of client onboarding project plans

Logs and data investigation

• Review application, API, and integration logs to diagnose errors and unexpected behavior
• Write SQL queries to research account, transaction, and integration data
• Perform data quality checks and corrections, following established controls
• Build reports for internal teams and clients using standard BI tools

Process and knowledge

• Write and maintain troubleshooting guides, and integration documentation
• Train and coach frontline support on recurring technical issues so more cases resolve at Tier 1
• Follow security, compliance, and data-handling policies for sensitive financial and employee data
• Meet individual and team goals for response time, resolution time, and customer satisfaction

What you bring

• 2+ years in technical support, support engineering, or integrations, ideally at a SaaS, fintech, or payroll/HR tech company. If coming out of college, college technical projects will also be considered
• Hands-on experience handling escalated or Tier 2 support cases end to end
• Working knowledge of SQL (MySQL or similar) for querying and validating data
• Experience with REST APIs and file-based integrations (SFTP, CSV, flat files), including tools like Postman
• Comfort reading logs and tracing an issue across systems
• Experience with support and ticketing tools (e.g., Zendesk, GitLab)
• Clear written and verbal communication, with the ability to explain technical issues to non-technical customers
• Strong attention to detail and a methodical approach to troubleshooting
• Ability to prioritize competing escalations, stay calm under pressure, and work independently
• Bachelor's degree or equivalent practical experience
• Must pass a background check

Nice to have

• Experience with payroll, timekeeping, or HRIS platforms (e.g., ADP, Paylocity, UKG, Workday)
• Familiarity with earned wage access, payments, or card programs
• Experience with BI tools (e.g., SuperSet, Tableau, QuickSight)
• Scripting experience (Python or similar) to automate checks or data fixes
• Experience with log and monitoring tools (e.g., Datadog, Sentry)

Benefits

• Full-time position
• Medical, dental, and vision insurance
• 401(k)
• On-demand access to your earned pay through Immediate