# Customer Support Specialist, Time Off Support

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $46k – $49k/yr
**Experience:** 2+ years
**Skills:** SaaS, APIs, Accounting Integrations, Payroll, Journal Entries, Chart Of Accounts, Gl Mapping, REST APIs, Webhooks, OAuth, Quickbooks Online, NetSuite, Xero, HRIS
**Posted:** 2026-08-25

> Provides technical customer support for Rippling’s SaaS platform, troubleshooting accounting integrations, payroll workflows, and API connectivity while coordinating with Product and Engineering. Requires a bachelor’s degree, 2+ years of SaaS support experience, and strong communication and problem-solving skills.

## Job Description

## Responsibilities
- Become a product expert and provide accurate guidance to customers and colleagues.
- Own customer issues from start to finish in a fast-paced environment.
- Respond to customer inquiries via email, chat, or video conferencing.
- Diagnose and resolve product and service issues, explaining solutions and following up to ensure resolution.
- Troubleshoot accounting integration failures, including GL sync errors, journal entry issues, and API connectivity problems.
- Document customer interactions, transactions, comments, and complaints in the CRM system.
- Gather customer feedback and share insights with Product and Engineering teams.
- Stay current on company policies, procedures, and product updates.
- Manage schedules and priorities under time constraints and high-volume support demands.
- Deliver exceptional customer service and promote customer satisfaction.

## Requirements
- Bachelor's degree.
- 2+ years of technical customer support experience in a SaaS business.
- Hands-on experience with APIs, integrations, or payroll processes.
- Basic understanding of accounting concepts, including journal entries, chart of accounts, and GL mapping.
- Experience diagnosing integration failures, sync errors, and data mapping issues.
- Strong problem-solving, troubleshooting, attention-to-detail, time-management, prioritization, written communication, and verbal communication skills.
- Excellent written and verbal communication skills in English.
- Availability to work 9:00 PST–5:30 PST.

## Nice to Have
- Experience with QuickBooks Online, NetSuite, Sage Intacct, or Xero.
- Familiarity with payroll operations, including pay runs, earnings codes, deduction types, and payroll-to-accounting data flows.
- Experience with REST APIs, webhooks, or OAuth authentication.
- Background in payroll processing or bookkeeping.
- Familiarity with HRIS platforms.

## Compensation and Benefits
- Tier 2: $23.49 per hour.
- Tier 3: $22.19 per hour.
- Benefits may include medical, dental, vision, life insurance, retirement benefits, and paid time off, subject to company policy.
- The role may also be eligible for bonuses, commissions, and/or equity, subject to applicable plans and policies.

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