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.

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—you don't just solve problems, you spot patterns, advocate for change, and help make the product better.
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

Integrations Expert, Customer Experience

Key skills