L2 Technical Customer Support Specialist

About us

Founded in Sydney in 2014, ezyCollect by Sidetrade is Australia's leading Order-to-Cash platform for small and mid-sized businesses. We automate credit management, collections, and payments - taking the manual work out of getting paid. Our 1,100+ customers manage A$19 billion in receivables through the platform, typically cutting late payments by 40% and bad debt by 80% within three months.

Now part of global AI leader Sidetrade, we're scaling our reach across three continents - bringing enterprise-grade technology to the mid-market while staying true to our Sydney roots. Australian innovation. Global ambition.

Why this role exists

Our platform integrates with some of the most complex accounting and ERP systems in the market - NetSuite, MYOB EXO, MYOB Acumatica, Xero, SAP, QuickBooks, and more. These integrations are mission-critical for our customers. When data doesn't sync properly or technical issues arise, businesses can't get paid. That's where you come in.

We're hiring a Technical Customer Support Specialist to be the go-to problem solver behind the scenes. You'll use your SQL knowledge and integration expertise to keep things running smoothly, squash sync issues before they escalate, and support our clients across Australia, New Zealand, and the US.

If you love digging into databases, fixing tricky technical challenges, and turning data into real insights - all while working with a collaborative, fast-moving team - this role is for you. You'll get to work on smart fintech solutions, grow your technical skills, and make an impact every day.

Your team

You'll join our Technical Customer Support (TCS) team, working alongside other technical specialists who handle L1 and L2 support. You'll collaborate closely with the Customer Success team in Sydney, Product, Engineering, and Payment Operations to resolve complex technical issues and ensure customers have seamless experiences.

This is a full-time remote role based in the Philippines, working mainly in Australian business hours (NSW time zone) with some flexibility for US and other client time zones when needed. You'll observe NSW public holidays, and all communication is in English.

What you'll be doing

Install and configure complex integrations. Set up and deploy all supported ezyCollect integrations, including NetSuite, MYOB EXO, MYOB Acumatica, Xero, SAP, QuickBooks, and other complex systems. You'll work with customers and internal teams to ensure smooth implementation and data flow from day one.

Monitor and maintain daily sync operations. Perform daily checks on integration syncs to catch issues early. You'll proactively identify sync failures, investigate root causes, and resolve problems before they impact customers. This is about preventing fires, not just putting them out.

Resolve technical support tickets. Handle daily support tickets involving technical issues - database queries, integration errors, API failures, and system bugs. You'll triage, investigate, isolate problems, and address high-priority issues effectively. You're skilled at urgent investigations and know how to work under pressure.

Provide inbound customer support. Respond to customers via HubSpot inbox and Intercom live chats. You'll communicate complex technical issues to both technical and non-technical audiences with clarity and patience. You're customer-focused with a positive attitude and high standards for service quality - confident speaking to clients through phone, email, and live chat in fluent English.

Liaise with technology partners. Collaborate with Xero, NetSuite, MYOB, SAP, and other integration partners to resolve client issues that require partner involvement. You'll coordinate across teams, escalate when necessary, and ensure clients get answers quickly.

Use SQL to investigate and fix data issues. Write and execute SQL queries for production troubleshooting, reporting, and analysis. You'll dig into databases to isolate sync problems, validate data integrity, and generate insights that help Product and Engineering improve the platform.

Maintain technical documentation. Ensure proper technical documentation is logged and maintained. You'll document troubleshooting steps, integration configurations, known issues, and resolutions so the team has a reliable knowledge base.

Support clients outside regular hours when needed. Occasionally support clients or perform tasks outside of regular working hours to accommodate US or other client time zones. You're collaborative, highly flexible, and willing to step up when needed.

What you'll bring

You have 2-3 years of experience in a technical support role, preferably in a SaaS or fintech company. You've worked with Australian and US clients before (preferred) and understand the nuances of supporting different time zones and business cultures.

You're organised, reliable, and adaptable. You have excellent administrative, organisational, and time-management abilities. You're a fast learner, highly adaptable to new tools and processes, and you understand the importance of punctuality and meeting deadlines. You're easily adaptable to fast-paced environments and can juggle competing priorities without losing focus.

You have strong SQL skills. You can write and execute SQL queries for production troubleshooting, reporting, and analysis. You're comfortable working with databases, understanding data structures, and using SQL to investigate and resolve issues.

You have hands-on experience integrating with platforms like Xero, NetSuite, SAP, QuickBooks, or MYOB. You know how these systems work, how data flows between them, and how to troubleshoot integration failures. You're skilled at resolving issues across various software integrations.

You're customer-focused with excellent communication skills. You can explain complex technical issues to non-technical audiences with patience and clarity. You're confident speaking to clients through phone, email, and live chat in fluent English, and you bring a positive attitude and high standards to every interaction.

Our tech stack

• Integrations: NetSuite, MYOB EXO, MYOB Acumatica, Xero, SAP, QuickBooks, and other ERP/accounting systems
• Database: MySQL, SQL queries for production and reporting
• Development: Java, RESTful APIs, Tomcat application servers
• Support Tools: HubSpot inbox, Intercom live chat, ticketing systems
• Collaboration: Work closely with Customer Success, Product, Engineering, and Payment Operations teams

Why join now?

Work on exciting fintech solutions. You'll be working with cutting-edge technology in the fintech space, helping businesses automate their accounts receivable and improve cash flow. You're working on systems that directly impact how businesses get paid and manage their finances.

Grow your technical skills. You'll gain deep expertise in multiple ERP and accounting systems, sharpen your SQL and API troubleshooting skills, and work with a modern tech stack. This experience is invaluable and transferable across the SaaS and fintech industries.

Make an impact every day. When you fix a sync issue or resolve a technical problem, you're directly helping a business get paid faster and operate more efficiently. Your work has real, measurable impact on our customers' success.

Join a high-performing team. We're brave, fast-paced, and customer-centric. We experiment constantly and strive for the next breakthrough. You'll work with a collaborative team that values your contributions and helps you grow. We're like a high-performing sports team - each person is a star in the ezyCollect constellation, and we shine brighter together.

Stability and momentum. We're profitable, backed by global AI leader Sidetrade, and serving 1,100+ customers with A$19B under management. You're not joining a startup scrambling for survival - you're joining one of Australia's most exciting fintech companies that's scaling deliberately and building for the long term.

What we offer

Work from home: enjoy the flexibility of working fully remotely from Manila, Philippines.

Competitive compensation: Full-time role with competitive salary for the Philippines market.

Work with global clients: Support customers across Australia, New Zealand, and the US - gaining valuable international experience.

NSW public holidays: You'll observe NSW public holidays while working Australian business hours.

Skill development: Continuous learning opportunities, exposure to complex integrations, and the chance to deepen your technical expertise in SQL, APIs, and ERP systems.

Collaborative culture: Work with a supportive, high-performing team that values collaboration, experimentation, and customer success.

Make a difference: Work on a product that genuinely helps businesses eliminate late payments and improve cash flow - your work has real impact.