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Ramp

Integrations Expert | Customer Experience

Serve as the senior escalation point for complex ERP/HRIS integration issues with platforms like NetSuite, QuickBooks, and Workday. Handle advanced troubleshooting, mentor team members, and drive product improvements through customer insights.

107k – 165kNew York, NYSan Francisco, CACustomer SuccessHybrid2+ YOE
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About the role

What You’ll Do

  • Support Excellence: Serve as the expert point of contact for ERP/HRIS integration escalations via chat, email, and live Zoom support.
  • Advanced Troubleshooting: Resolve 85–95% of escalated sync/configuration issues without engineering intervention.
  • Systems Leadership: Scope platform gaps, propose architectural fixes, and advocate for system-level improvements in collaboration with Product, Engineering, and Implementation teams.
  • Documentation Ownership: Lead documentation for edge cases and systemic issues—updating playbooks, error indexes, and Guru cards.
  • Enablement & Mentorship: Run enablement sessions and mentor IC5 Integration Specialists across ERP workflows and tools.
  • Roadmap Input: Identify recurring customer friction and platform constraints, contributing to product discovery and tool prioritization.

What You Need

  • 2–4 years of experience supporting ERP/HRIS integrations or working in B2B SaaS customer support/solutions roles
  • Proven success resolving complex sync/config issues in at least one of the following ERPs: NetSuite, Sage Intacct, QuickBooks (Online/Desktop), or Xero
  • Proven ability to use customer insights and support data to influence product improvements
  • Strong judgment under ambiguity with the ability to make decisions on the fly and coach others
  • Comfortable with configuration consoles, admin panels, and cross-system troubleshooting
  • Excellent written and verbal communication—able to explain system behavior to both technical and non-technical audiences
  • Comfort with using support tooling (Zendesk, Salesforce, or equivalent) and working cross-functionally with Product, Sales, and Engineering teams
  • Basic familiarity with APIs, file formats (e.g., CSV, JSON), and accounting software integrations
  • Curiosity, adaptability, and a customer-first mindset
  • Willingness to lead customer-facing calls and drive action in cross-functional settings

Nice to Haves

  • Experience using Zendesk (macros, triggers, custom objects)
  • Familiarity with SQL or interpreting JSON/API payloads
  • Background in FinTech, accounting, or HR software environments
  • Prior enablement or technical training experience

Benefits (for U.S.-based full-time employees)

  • 100% medical, dental & vision insurance coverage for you (partially covered for dependents)
  • 401k (including employer match)
  • Flexible PTO
  • Fertility HRA (up to $10,000 per year)
  • Parental Leave
  • Unlimited AI token usage
  • Pet insurance
  • Centralized home-office equipment
  • Health and Wellness stipend
  • In-office perks: lunch, snacks, drinks
  • Budget for intra-office travel
  • Relocation support to NYC or SF

Skills

NetSuiteQuickBooksSage IntacctXeroWorkdayZendeskSalesforceAPIsJSONSQL

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