Customer Support Specialist (Integrations & Accounting)

Role overview Resolve customer issues involving accounting software integrations, data synchronization, and construction finance workflows. The role owns complex cases from initial investigation through resolution, serves as a technical checkpoint before engineering escalation, and helps make support more proactive through better guidance and process improvements.

Responsibilities - Manage integration and accounting support cases by phone and email, including sync failures, connector outages, general ledger questions, and ERP setup. - Inspect logs and API errors, reproduce issues, identify whether the cause is configuration, customer data, a partner system, or a product defect, and explain the next steps clearly. - Troubleshoot accounting scenarios such as account mapping, job costing, labor allocations, and multi-entity setups. - Send confirmed defects to engineering with clear reproduction steps, logs, and relevant settings. - Create accurate troubleshooting guides, saved replies, and knowledge base articles; identify ways to prevent or automate common fixes. - Train and support teammates, work with integration partners, and share recurring issues with product and engineering teams. - Meet resolution, response-time, and customer satisfaction goals while keeping the case queue organized.

Requirements - At least two years working hands-on with accounting or ERP systems through support, implementation, administration, or accounting work. - Strong experience with at least one accounting platform, such as Sage, QuickBooks, NetSuite, Acumatica, Viewpoint, or Foundation. - Working knowledge of payroll accounting, general ledger mapping, journal entries, accruals, departments or classes, and job costing. - Technical troubleshooting ability, including reading logs and error messages and handling CSV imports and exports. - Strong organization and customer communication, including setting expectations and following through on open cases.

Benefits and work setup - Roles near the New York City or San Francisco offices use a hybrid schedule of three days per week onsite; roles listed as remote or based elsewhere do not have that office requirement. Occasional onboarding and team gatherings may involve travel. - Benefits listed include health coverage, matched retirement contributions, flexible paid time off, paid parental leave, and an annual learning allowance.