Technical Support Specialist

Role overview

Investigate customer support issues that require technical analysis, helping distinguish workflow questions and data discrepancies from integration failures or product defects. You will connect customer support with engineering by reproducing problems, documenting evidence, and following cases through to resolution. The role offers a path toward technical support engineering.

Responsibilities

- Respond to customer inquiries, including complex cases that need deeper troubleshooting. - Examine logs, metadata, and internal dashboards to identify likely causes. - Reproduce reported issues in sandbox environments and investigate integration behavior, especially accounting-system synchronization. - Determine whether a case reflects a defect, data issue, user error, or misunderstanding of a workflow. - Write engineering escalations with reproduction steps, relevant evidence, customer impact, and working hypotheses. - Track multi-step investigations, keep customers updated, share recurring patterns with product and engineering, and create technical help content.

Requirements

- At least two years of technical support, tier-two support, or SaaS troubleshooting experience. - Experience with QuickBooks Online. - Strong debugging skills and comfort working with logs, data, and test environments. - Clear written communication for customer updates and technical escalations. - Experience managing cases that require ongoing investigation and follow-up. - Understanding of construction-related financial workflows, or the ability to learn them quickly; familiarity with customer support platforms is also useful.

Benefits and work setup

The position is remote-friendly but requires residence in the United States and authorization to work there. The listing also describes competitive cash compensation, benefits, and a 401(k) match.