Senior Technical Support Specialist

Position Overview

This opportunity is presented on behalf of a partner company searching for a Senior Technical Support Specialist based in Canada. The selected candidate will support enterprise clients in a dynamic financial technology space by resolving intricate technical and business challenges.

As a trusted specialist, you will work extensively with ERP integrations, payment systems, and financial workflow solutions, collaborating closely with Product, Engineering, Customer Success, and Implementation teams. Your role will blend technical troubleshooting, accounting acumen, and customer relationship management to enhance financial operations and facilitate continuous product enhancements.

Key Responsibilities

• Deliver expert technical and functional support centered on ERP integrations, payment processing workflows, and accounting-related challenges.
• Assist clients working with leading enterprise ERP platforms such as NetSuite, Sage Intacct, Microsoft Dynamics 365 Business Central, Microsoft Dynamics Finance & Operations, Acumatica, SAP Business One, among others.
• Identify and resolve complex technical problems, ensuring solutions are customer-focused and maintain service excellence.
• Collaborate with internal teams including Product, Engineering, Customer Success, and Implementation to escalate issues, investigate root causes, and enhance customer experience.
• Effectively manage support cases with precise documentation, timely responses, and successful resolution outcomes.
• Track and improve critical support metrics such as customer satisfaction, adherence to service level agreements, response and resolution times, and case quality.
• Contribute to the development of knowledge base resources, internal documentation, and support process enhancements.
• Provide assistance for ERP workflows, automation, integrations, reporting, and data synchronization hurdles.
• Troubleshoot APIs, middleware solutions, and financial technology integrations when applicable.
• Share knowledge and serve as a subject matter expert within the support team.

Required Qualifications

• Minimum of three years’ experience supporting ERP systems in functional, consulting, implementation, or technical support roles.
• Practical experience with one or more enterprise ERP systems including NetSuite, Sage Intacct, Microsoft Dynamics 365 Business Central, Microsoft Dynamics Finance & Operations, Acumatica, or SAP Business One.
• Bachelor’s degree in Accounting, Finance, Business Administration, Economics, Information Systems, or relevant discipline.
• Comprehensive understanding of accounting principles and ERP business processes such as Order-to-Cash, Procure-to-Pay, Record-to-Report, Accounts Receivable, General Ledger, and financial reporting.
• Proven capability to analyze and resolve highly complex ERP issues and convert technical problems into business solutions.
• Experience in a customer-facing technical support or enterprise software support environment.
• Strong analytical, critical thinking, and problem-solving skills.
• Exceptional communication skills, able to convey technical information clearly both verbally and in writing.
• Competent in managing multiple tasks simultaneously while maintaining high attention to detail in a fast-paced setting.
• Experience with ticketing and support platforms such as Salesforce, Zendesk, Intercom, or Jira.
• ERP certifications are advantageous.
• Experience with payment integration technologies, APIs, middleware, or fintech solutions is a plus.
• Familiarity with SQL, REST/SOAP APIs, integration troubleshooting, or data synchronization is preferred.
• Knowledge of ERP customization tools like SuiteScript, Microsoft Power Platform, Business Central extensions, or Sage customization frameworks is desirable.
• Previous mentoring experience or acting as a subject matter expert within teams is a benefit.

Benefits and Work Environment

• Engage with enterprise ERP technologies and address significant technical challenges.
• Collaborative work culture partnering with Product, Engineering, Customer Success, and Implementation teams.
• Opportunities for professional growth and career advancement.
• Influence product development through insights gained from customer interactions and technical expertise.
• Customer-centric atmosphere that values innovation and continuous improvement.
• Inclusive and diverse workplace committed to equal opportunity.
• Competitive salary and employee benefit offerings.
• Flexible work settings designed to promote productivity and teamwork.

Additional Information

This role is based in Canada and requires onsite presence. The hiring partner manages the application review and subsequent recruitment stages. The recruitment process employs AI-assisted candidate matching to ensure fair and efficient screening, but final hiring decisions rest with human reviewers. The company complies with data protection regulations, including GDPR, and candidates’ rights concerning their personal data will be respected throughout the process.