• Provide 1st, 2nd, and 3rd line technical support • Troubleshoot and communicate solutions for financial and property accounting software issues • Participate in or lead onboarding, setup, and training for new customers • Assist in testing and deploying SaaS solutions • Collaborate on best practice support processes aligned with company strategy • Stay current on technology trends and industry best practices

• Provide second-tier technical support to customers, handling escalated issues from the frontline support team. • Utilize a structured troubleshooting methodology that includes problem recognition, research, isolation, and resolution steps. • Diagnose and resolve complex technical product issues, ensuring timely and accurate resolutions. • Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to address customer issues effectively. • Serve as a technical expert, providing guidance and mentoring to junior support engineers. • Participate in project delivery activities, ensuring successful implementation and deployment of our products. • Develop and maintain technical documentation, including troubleshooting guides and knowledge base articles. • Actively communicate with customers throughout the support process, keeping them informed of progress and expected resolutions. • Identify patterns or trends in customer issues and provide feedback to the product development team for continuous improvement. • Stay up to date with the latest product features and updates, acquiring in-depth knowledge to provide accurate and effective support. • Contribute to process improvement initiatives, optimizing support workflows, and enhancing customer experience.

• Act proactively, anticipating problems and risks. • Identify connections between different events and recognize root causes and underlying issues in complex contexts. • Maintain performance, focus, and a professional demeanor under pressure and adversity. • Collaborate effectively and build partnerships with people across different areas and levels to achieve objectives and expected results. • Actively engage in learning and skills development. • Handle operational service requests related to applications, infrastructure, and security. • Communicate technical information clearly and accessibly. • Contribute to building and maintaining the internal and external knowledge base.

• Review support tickets to see what has already been accomplished by the Level 1 tech and make note of how long they have been working with the particular customer • Prioritize the troubleshooting process and properly manage time • Ensure policy, organization, and device configuration were verified by L1 • Attempt to reproduce all issues and gathering supporting data, logs, screenshots, etc. • Verify accurate integration configuration • Gather all information needed for cases of bug escalation as provided by customer • Reproduction of issues like scheduled actions not triggering, patch failures, remote connection failures, etc. • If the issue is an existing one, find out if there is a solution or a workaround, then tell the customer how to fix their problem • If there is not solution, as it’s an open bug or maybe require further investigation, gather all the required data and inform Level 3 or the ticket • Must be able to work a set schedule with rotating on-call duties during weekend every ~2 months with limited hours/scope • Prompt, accurate follow-up to tickets and support calls • Ability to flourish under limited supervision • Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases • Create and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc.) • Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)