Versapay

Automates B2B accounts receivable processes

Technical Support Specialist

Customer SupportPosted on Nov 9

Full-timeRemote in USA$70k - $75k /yrRemote

About the Job

Requirements

Proven experience supporting ERP systems such as SAP, Oracle, NetSuite, or Microsoft Dynamics, or complex SaaS platforms.
Strong troubleshooting and problem-solving skills, including SQL and database management, API diagnostics, and system integration.
Familiarity with business processes in finance, human resources, 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.
Ability to communicate complex technical details clearly to non-technical audiences.

Responsibilities

Serve as the escalation point for advanced technical issues, including ERP integrations, APIs, middleware, and custom configurations.
Perform in-depth log analysis, error tracing, and root cause analysis using Jira, Salesforce, and internal monitoring platforms.
Replicate and diagnose customer-reported issues in sandbox or demo environments, documenting clear steps for development teams.
Address data integrity, system performance, and security or compliance concerns across ERP modules, including finance, supply chain, and human resources.
Support integration challenges, including ETL processes, token migrations, and third-party connector troubleshooting.
Work with Product, Engineering, and QA to validate software releases, escalate bugs, and ensure product enhancements align with customer needs.
Act as a technical subject-matter expert 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 customer interactions, solutions, and troubleshooting steps in platforms such as Intercom and Salesforce for future reference and team enablement.
Analyze escalation trends and recurring technical issues to recommend product and 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, providing timely updates and managing expectations for customers and internal stakeholders.

Salary Range: 70000 to 75000 (Currency: USD) (Pay period: per-year-salary)

About Versapay 🚀

Versapay is the platform that rewires AR by removing barriers from collecting and reconciling B2B payments, providing end-to-end cash flow clarity and ensuring businesses can manage working capital on their terms.

By closing the loop for finance teams and their business systems, customers, and payment activity into a single intelligent ecosystem, Versapay transforms money matters into a data-driven advantage. With 10,000 customers and 5M+ companies transacting, Versapay facilitates 110M+ transactions and processes $300B+ in payments volume annually.

Think you might be the next Veep to join? Read on!!

Role Overview:

As 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.

What you'll do:

Technical Troubleshooting & Resolution:

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.

Collaboration & Escalation:

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.

Documentation & Knowledge Management:

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.

Continuous Improvement & Training:

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.

Customer Engagement:

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.

What you'll bring to the team:

Technical Skills & Qualifications:

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.

Additional Considerations:

Success in this role requires balancing speed with technical depth—solving issues quickly while ensuring sustainable, root-cause solutions.
You will have the opportunity to influence both support and product direction by being closest to customer pain points and technical challenges.

#LI-Remote

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About the Company

Versapay

Automates B2B accounts receivable processes

VersaPay automates accounts receivable for businesses with its ARC platform. The system streamlines invoicing, payments, and customer communications through a customizable online self-service portal. It differentiates itself with a highly configurable, customer-centric AR workflow designed for a wide range of B2B clients, funded by subscriptions and potentially transaction fees. The goal is to help businesses automate AR, improve cash flow, and boost customer satisfaction and retention with a secure, easy-to-use platform.

Company size: 201-500
Company stage: IPO
Headquarters: Toronto, Canada
Founded: 2006

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