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Upload Your ResumeAbout This Role
As a Technical Support Specialist, you will serve as the primary technical bridge between customers and the product/engineering teams, focusing on resolving complex technical issues related to integrations, APIs, and ERP workflows. This role emphasizes deep product knowledge, advanced troubleshooting, and cross-functional coordination to ensure customer success and drive continuous improvement in support and product processes.
Responsibilities
- Serve as the escalation point for advanced technical issues involving ERP integrations (NetSuite, Sage Intacct, Microsoft Dynamics), APIs, middleware, and custom configurations.
- Perform in-depth log analysis, error tracing, and root cause analysis using tools like 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).
- Support integration challenges, including ETL processes, token migrations, and third-party connector troubleshooting.
- Work closely with Product, Engineering, and QA to validate software releases, escalate bugs, and ensure product enhancements align with customer needs.
- 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.
- Analyze escalation trends and recurring technical issues to recommend product/process improvements.
- Communicate complex technical concepts in a clear, customer-friendly manner and manage high-visibility cases end-to-end.
Requirements
- Proven experience supporting ERP systems (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.
Qualifications
- Proven experience supporting ERP systems or complex SaaS platforms.
Skills
* Required skills
About Swooped
A rapidly growing, AI-powered customer communications platform used by thousands of companies worldwide to drive revenue, achieve faster resolutions, and scale effectively. The organization integrates voice, SMS, WhatsApp, and AI into a single, seamless workspace.