Versapay · 4 days ago
Technical Support Specialist
United States
Full-time
Remote
Mid Level
$65K/yr - $75K/yrVersapay is a company that automates accounts receivable to enhance cash flow and growth for businesses. The Technical Support Specialist serves as the technical bridge between customers and the product/engineering teams, resolving complex technical issues and driving continuous improvement in product and support processes.
Enterprise SoftwareFinancial ServicesFinTechPaymentsSaaSSoftwareTransaction Processing
Responsibilities
Serve as the escalation point for advanced technical issues, including those involving ERP integrations (e.g., NetSuite, Sage Intacct, Microsoft Dynamics), APIs, middleware, and custom configurations
Perform in-depth log analysis, error tracing, and root cause analysis using tools such as Jira, Salesforce, and internal monitoring platforms
Replicate and diagnose customer-reported issues in sandbox/demo environments, documenting clear steps for development teams
Address data integrity, system performance, and security/compliance concerns across ERP modules (finance, supply chain, HR, etc.)
Support integration challenges, including ETL processes, token migrations, and third-party connector troubleshooting
Work closely with Product, Engineering, and QA to validate software releases, escalate bugs, and ensure product enhancements align with customer needs
Act as a technical SME during client escalation calls, providing expertise on system architecture, data flows, and configuration best practices
Liaise with ecosystem partners and third-party vendors to resolve cross-platform issues
Create and maintain advanced troubleshooting guides, runbooks, and internal knowledge base articles for complex technical scenarios
Document all customer interactions, solutions, and troubleshooting steps in platforms like Intercom and Salesforce for future reference and team enablement
Analyze escalation trends and recurring technical issues to recommend product/process improvements
Participate in incident reviews and war rooms for high-severity or urgent cases, providing technical leadership and post-mortem analysis
Communicate complex technical concepts in a clear, customer-friendly manner
Manage high-visibility or complex cases end-to-end, ensuring timely updates and expectation management for both customers and internal stakeholders
Qualification
Required
Proven experience supporting ERP systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics) or complex SaaS platforms
Strong troubleshooting and problem-solving skills, including SQL/database management, API diagnostics, and system integration
Familiarity with business processes in finance, HR, or supply chain, and the ability to map technical issues to business impact
Experience with system upgrades, patch management, and regression testing
Ability to manage user accounts, roles, and permissions within ERP or enterprise software
Excellent written and verbal communication skills, with the ability to translate technical details for non-technical audiences
Company
Versapay
Versapay is a Fintech company offering an accounts receivable efficiency suite that simplifies the invoice-to-cash process.
Founded in 2006
201-500 employees
H1B Sponsorship
Versapay has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (1)
2021 (1)
Funding
Current Stage
Public CompanyTotal Funding
$33.95MKey Investors
National Bank of Canada
2019-12-13Acquired
2019-11-05Post Ipo Debt· $4M
2018-09-26Post Ipo Equity· $7.06M
Leadership Team
Carey OConnor Kolaja
Chief Executive Officer, Board Member
Ed Neumann
Chief Financial Officer
Recent News
Payments Dive
2025-09-10
Bank Innovation
2025-07-16
2025-07-11
Company data provided by crunchbase