Technical Support Specialist
Skills
Software As A ServiceAnalytical SkillsComplex SystemsConstructionContextIT EscalationQuickbooks
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2+ years technical support tier-2 support or SaaS troubleshooting experience
- Experience with QuickBooks Online
- Required strong debugging skills and comfort working with logs data and test environments
- Excellent written communication for investigations and engineering escalations
- Experience handling long-running technical cases
- General understanding of construction industry financial processes or aptitude for quick learning
- Familiarity with customer communication platforms like Intercom
- Demonstrated ability to learn complex systems and processes quickly
Nice to have
- Analytical
- Detail-oriented
- Collaborative
- Customer-focused
- Problem-solving
- Self-directed
Day to day
- Assist customers with real-time support and advanced technical investigations
- Analyze logs metadata and dashboards to diagnose complex issues and identify root causes
- Replicate customer-reported problems in sandbox environments and troubleshoot integrations with a strong focus on QuickBooks Online sync behavior
- Create detailed escalation tickets for engineering and collaborate closely during investigations to surface patterns recurring issues and helpful technical findings
- Produce clear Help Center content focused on technical troubleshooting and integrations