Customer Support Specialist

About Our Client

Our client is the global leader in practice management software for growth-minded accounting firms. It provides an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using its software to save 18.5 hours per week, per employee.

Our client has customers in 34 countries and has grown into a globally distributed team, with its people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. It is well-funded, ranked #1 on G2, has a fantastic team culture built on its values, is growing rapidly, and making a global impact.

About the Role

The organization is seeking a highly skilled
Tier 2 Support Specialist with strong integration troubleshooting expertise
to join the team. This role is central to ensuring the reliability and performance of the integrations customers depend on. This individual will handle escalated, complex, and advanced technical cases—particularly those related to API behavior, data sync issues, authentication flows, and cross-platform system interactions.

This role will work closely with customers, internal technical teams (Engineering, Product), and customer-facing teams (Success, Services, Tier 1 Support) to diagnose issues, identify root causes, and ensure customers—especially Large Firms—experience seamless and stable integrations.

This is a hands-on, problem-solving role where the individual will be the
integration subject matter expert
and a key partner in maintaining and improving the quality of the organization's ecosystem integrations.

Integration Troubleshooting & Escalations

• Serve as the primary Tier 2 escalation point for integration-related issues passed from Tier 1 Support.
• Diagnose and resolve complex integration failures , including API errors, webhook misconfigurations, data mapping mismatches, connection/authentication issues (OAuth, SSO), sync delays, and third-party platform inconsistencies.
• Reproduce customer issues, conduct logs-based analysis, and determine whether the root cause originates in the organization's system, a partner system, or the customer configuration.

Customer Enablement & Setup

• Guide customers through advanced configuration of supported integrations across CRM, accounting, communications, workflow, and other SaaS platforms.
• Provide recommendations for integration best practices to ensure long-term reliability and minimize ongoing support needs.
• Assist Large Firm customers with deeper, multi-environment or multi-system integration requirements.

Cross-Functional Collaboration

• Work directly with Engineering to escalate bugs with detailed reproduction steps, logs, and impact analysis.
• Partner with Product to share insights on recurring integration patterns, customer pain points, partner tool changes, and opportunities for integration improvements.
• Collaborate with Success and Services teams to support onboarding of complex configurations.

Operational & Technical Excellence

• Maintain and continuously improve documentation, troubleshooting guides, and knowledge base content for both customers and internal teams.
• Contribute to building
  scalable, technical support workflows
  optimized for integration troubleshooting as the ecosystem and customer base expand.

About You

• 2+ years in technical or Tier 2 support
  within a SaaS environment, with a strong background in diagnosing integration-related issues.
• Solid understanding of
  APIs, webhooks, data flows, authentication protocols (OAuth, SSO)
  , and modern integration patterns.
• Ability to interpret technical logs, read API documentation, and perform basic analytical troubleshooting.
• Strong communication skills with the ability to explain complex technical concepts clearly to non-technical users.
• Proven experience handling
  complex, multi-layered technical cases
  that require deep investigation and systematic problem-solving.
• Familiarity with ticketing systems such as Salesforce, Jira, or similar platforms.

Preferred

• Experience supporting integrations across accounting, CRM, workflow automation, or other business systems.
• Exposure to debugging API calls using tools like Postman, browser dev tools, or similar.
• Experience supporting enterprise or Large Firm customers with sophisticated environments.

Why work with the organization?

• Gain global experience across Australia, New Zealand, UK, and Canada
• Strong benefits package including:
• Flexible Time Off with an encouraged 4 weeks use per year
• Company paid medical for you and eligible spouse/partner and dependents
• Paid dental and vision and eligible spouse/partner and dependents
• 401(k) with company matching
• Flexible Spending