Technical Support Specialist

Versapay

. Serve as the escalation point for advanced technical issues involving ERP integrations, APIs, middleware, and custom configurations .

Posted 11/9/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$75,000 - CA$80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ERP systems support, advanced troubleshooting, and problem-solving, with a strong ability to communicate technical concepts to diverse audiences. Proficient in managing integrations, data integrity, and system performance while collaborating effectively across teams.

Highest-signal resume keywords

ERP Systems SupportAdvanced TroubleshootingSQL/Database ManagementAPI DiagnosticsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ERP IntegrationsLog AnalysisError TracingRoot Cause AnalysisETL ProcessesToken MigrationsSystem UpgradesPatch ManagementRegression TestingUser Account Management

Soft Skills

Problem-SolvingCollaborationExpectation Management

Tools & Technologies

JiraSalesforceIntercomMiddlewareThird-Party Connectors

Industry Keywords

SaaS PlatformsFinance ProcessesHR ProcessesSupply Chain ProcessesCompliance

Tech Stack

Tools & technologies

ERPETLOracleSQL

About the role

Key responsibilities & impact

Serve as the escalation point for advanced technical issues involving 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/demo environments and document steps for development teams
Address data integrity, system performance, and security/compliance concerns across ERP modules
Support ETL processes, token migrations, and third-party connector troubleshooting
Collaborate with Product, Engineering, and QA to validate releases, escalate bugs, and align enhancements with customer needs
Act as a technical SME during client escalation calls
Liaise with ecosystem partners and third-party vendors to resolve cross-platform issues
Create and maintain troubleshooting guides, runbooks, and knowledge base articles
Document customer interactions, solutions, and troubleshooting steps in Intercom and Salesforce
Analyze escalation trends and recommend product/process improvements
Participate in incident reviews and war rooms, providing technical leadership and post-mortem analysis
Communicate complex technical concepts clearly to customers
Manage high-visibility or complex cases end-to-end with timely updates and expectation management

Requirements

What you’ll need

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 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 ability to translate technical details for non-technical audiences
Deep product knowledge and advanced troubleshooting skills
Ability to coordinate across multiple internal and external teams