Provides advanced technical support for complex ERP, SaaS, API, middleware, and integration issues. Responsibilities include log analysis, error tracing, root-cause analysis, sandbox replication, data integrity troubleshooting, release validation, escalation management, customer communication, documentation, incident reviews, and process improvement. The specialist collaborates with Product, Engineering, QA, customers, and third-party vendors to resolve high-impact cases and improve support and product processes.
About Versapay 🚀
Versapay is the platform that rewires AR by removing barriers from collecting and reconciling B2B payments, providing end-to-end cash flow clarity and ensuring businesses can manage working capital on their terms.
By closing the loop for finance teams and their business systems, customers, and payment activity into a single intelligent ecosystem, Versapay transforms money matters into a data-driven advantage. With 10,000 customers and 5M+ companies transacting, Versapay facilitates 110M+ transactions and processes $300B+ in payments volume annually.
Think you might be the next Veep to join? Read on!!
Role Overview:
As a Technical Support Specialist at Versapay, you are the technical bridge between customers and our product/engineering teams. You will resolve escalated, complex technical issues, often involving integrations, APIs, and ERP workflows. This role requires deep product knowledge, advanced troubleshooting skills, and the ability to coordinate across multiple internal and external teams. You will not only solve problems but also drive continuous improvement in both product and support processes.
What you'll do:
- Serve as the escalation point for advanced technical issues, including those involving ERP integrations (e.g., NetSuite, Sage Intacct, Microsoft Dynamics), APIs, middleware, and custom configurations.
- Perform in-depth log analysis, error tracing, and root cause analysis using tools such as 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, supply chain, 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, escalate 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 platforms like 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 for both customers and internal stakeholders.
Technical Troubleshooting & Resolution:
Collaboration & Escalation:
Documentation & Knowledge Management:
Continuous Improvement & Training:
Customer Engagement:
What you'll bring to the team:
- 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.
- Familiarity 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.
- Success in this role requires balancing speed with technical depth—solving issues quickly while ensuring sustainable, root-cause solutions.
- You will have the opportunity to influence both support and product direction by being closest to customer pain points and technical challenges.
Technical Skills & Qualifications:
Additional Considerations:
#LI-Remote
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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