Software Technical Support Specialist
Provides Tier II/III support for enterprise environmental-obligation software, troubleshooting integrations, accounting workflows, reporting, and customer configurations. The role also contributes to QA testing and technical documentation and requires a bachelor’s degree or equivalent experience, strong Microsoft Office skills, and 0–4 years of support experience.
About the job
Responsibilities
- Provide Tier II/III technical support to customer system administrators and superusers.
- Master the ENFOS platform and related business contexts, including ASC 410-20, ASC 410-30, IAS 37, CERCLA, RCRA, and SOX.
- Analyze and debug support tickets end to end, collaborating with Customer Success, QA, Product, Engineering, and customers.
- Ensure system configurations and interfaces align with audit and compliance requirements.
- Design and build dashboards and reports using OData APIs and VBA in Power BI and Excel.
- Communicate fixes, enhancements, and releases to internal and external stakeholders.
- Conduct software testing for bug fixes and new features.
- Reproduce, isolate, and document bugs and enhancement requests.
- Write technical documentation, issue resolutions, bug reports, test cases, specifications, and knowledge base articles.
- Maintain documentation on customer configurations and contribute to AI-assisted support resources.
Requirements
- Bachelor’s degree in Information Systems, Business, Finance, Accounting, STEM, or equivalent experience.
- 0–4 years of experience in support or troubleshooting.
- Advanced Microsoft Office skills, including Outlook, Word, Excel, and Power BI.
- Understanding of accounting principles, including GAAP and IFRS.
- Strong analytical, problem-solving, communication, documentation, attention-to-detail, and time-management skills.
- Professional integrity and willingness to travel less than 5%.
- Strong adoption and understanding of AI tools such as Claude, ChatGPT, and HubSpot Breeze.
Nice-to-haves
- Experience with HubSpot Service Hub, JIRA, and other ticketing systems.
- Experience with REST APIs and system-to-system integrations such as SAP, Oracle, and EQuIS.
- Familiarity with ASC 410, IAS 37, financial reserves, audit processes, and GAAP/IFRS reporting frameworks.
- Proficiency writing and troubleshooting VBA.
Compensation and Benefits
- Salary range: $65,000–$85,000, with opportunity for a discretionary annual performance bonus.
- 401(k), medical coverage, and competitive paid time off.
Skills
Microsoft Office, Excel, Power BI, Outlook, Word, REST APIs, Vba, SAP, Oracle, Equis, Jira, Hubspot Service Hub, US GAAP, Ifrs, Odata Apis
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