{"id":3982610,"url":"https://alion.io/job/versapay-technical-support-specialist","title":"Technical Support Specialist","company":{"id":3341,"name":"Versapay","domain":"versapay.com","url":"https://alion.io/company/versapay","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":95,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":69,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":75000,"max":80000,"currency":"CAD","period":"year","gross":null,"usd_annual":56620},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ETL/ELT","optional":false},{"name":"Intercom","optional":false},{"name":"Jira","optional":false},{"name":"Oracle","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-09T16:48:53Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T20:16:11Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Role Overview:\nAs a Technical Support Specialist at Versapay, you are the technical bridge between customers and our product/engineering teams. You will resolve escalated, complex technical issues, often involving integrations, APIs, and ERP workflows. This role requires deep product knowledge, advanced troubleshooting skills, and the ability to coordinate across multiple internal and external teams. You will not only solve problems but also drive continuous improvement in both product and support processes.\nWhat you'll do:\nTechnical Troubleshooting & Resolution:\nServe 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. \nPerform in-depth log analysis, error tracing, and root cause analysis using tools such as Jira, Salesforce, and internal monitoring platforms. \nReplicate and diagnose customer-reported issues in sandbox/demo environments, documenting clear steps for development teams. \nAddress data integrity, system performance, and security/compliance concerns across ERP modules (finance, supply chain, HR, etc.). \nSupport integration challenges, including ETL processes, token migrations, and third-party connector troubleshooting. \nCollaboration & Escalation:\nWork closely with Product, Engineering, and QA to validate software releases, escalate bugs, and ensure product enhancements align with customer needs. \nAct as a technical SME during client escalation calls, providing expertise on system architecture, data flows, and configuration best practices. \nLiaise with ecosystem partners and third-party vendors to resolve cross-platform issues. \nDocumentation & Knowledge Management:\nCreate and maintain advanced troubleshooting guides, runbooks, and internal knowledge base articles for complex technical scenarios. \nDocument all customer interactions, solutions, and troubleshooting steps in platforms like Intercom and Salesforce for future reference and team enablement. \nContinuous Improvement & Training:\nAnalyze escalation trends and recurring technical issues to recommend product/process improvements. \nParticipate in incident reviews and war rooms for high-severity or urgent cases, providing technical leadership and post-mortem analysis. \nCustomer Engagement:\nCommunicate complex technical concepts in a clear, customer-friendly manner. \nManage high-visibility or complex cases end-to-end, ensuring timely updates and expectation management for both customers and internal stakeholders. \nWhat you'll bring to the team:\nTechnical Skills & Qualifications:\nProven experience supporting ERP systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics) or complex SaaS platforms. \nStrong troubleshooting and problem-solving skills, including SQL/database management, API diagnostics, and system integration. \nFamiliarity with business processes in finance, HR, or supply chain, and the ability to map technical issues to business impact. \nExperience with system upgrades, patch management, and regression testing. \nAbility to manage user accounts, roles, and permissions within ERP or enterprise software. \nExcellent written and verbal communication skills, with the ability to translate technical details for non-technical audiences. \nAdditional Considerations:\nSuccess in this role requires balancing speed with technical depth-solving issues quickly while ensuring sustainable, root-cause solutions. \nYou will have the opportunity to influence both support and product direction by being closest to customer pain points and technical challenges.","description_format":"text","description_chars":3616,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Billing & Subscription Management","Payment Processing & Gateways","Accounting & Tax Software"],"lifecycle":[{"event":"open","at":"2026-11-09T20:16:11Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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