Technical Support Engineer (Integrations)

Own support cases from customers, applying proper prioritization and delivering clear and effective solutions via appropriate communication channels (primarily email and screen share)

Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and sharing technical resolutions.

Perform technical configuration work to optimize customer environments, ensuring successful outcomes aligned with platform best practices and client specifications.

Handle a range of L1, L2, and L3 support cases related to assigned Solution(s) and SME specialization(s), with a specific focus on integrations such as ERPs, Cloud Storage Providers, SSO Identity Providers, Subledgers, Banks, etc.

Develop expertise in assigned SME areas, progressively deepening knowledge in specialized product features.

Utilize internal admin tools (Super) to retrieve and modify account data (CRUD operations) and provide hands-on assistance within customer environments.

Leverage technical tools like session replay, log analysis, developer tools, and API clients (e.g., Postman) to perform deep-dive troubleshooting.

Contribute to Knowledge Base articles in association with Product and Education teams, ensuring documentation remains current and valuable for both customers and AI enablement.

Participate in daily standups with support peers to discuss active tickets and collaborate on solutions.

Monitor and contribute to internal Slack discussions, assisting cross-functional peers with complex cases and sharing insights from assigned SME area(s).

Engage in cross-functional stakeholder meetings for SME assignments to provide feedback on release previews, roadmap direction, and defect prioritization.

Lead or contribute to special projects and initiatives as assigned, leveraging expertise and creative problem-solving skills to help the department and company achieve their goals.