L2 Technical Customer Support Specialist
Job description
Technical Customer Support Specialist at ezyCollect by Sidetrade, providing L1/L2 technical support for accounting and ERP integrations. The role is full-time and remote, based in the Philippines, working mainly Australian business hours.
At a glance
- Employment
- Full-time
- Work mode
- Remote · Philippines
- Languages
- English – fluent
What you'll do
- Install and configure complex integrations, including NetSuite, MYOB EXO, MYOB Acumatica, Xero, SAP, QuickBooks, and other complex systems
- Perform daily checks on integration syncs, proactively identify sync failures, investigate root causes, and resolve problems before they impact customers
- Handle daily support tickets involving technical issues - database queries, integration errors, API failures, and system bugs; triage, investigate, isolate problems, and address high-priority issues
- Respond to customers via HubSpot inbox and Intercom live chats, communicating complex technical issues to technical and non-technical audiences
- Collaborate with Xero, NetSuite, MYOB, SAP, and other integration partners to resolve client issues requiring partner involvement
- Maintain technical documentation of troubleshooting steps, integration configurations, known issues, and resolutions
- Occasionally support clients or perform tasks outside regular working hours to accommodate US or other client time zones
What we're looking for
- 2-3 years of experience in a technical support role, preferably in a SaaS or fintech company
- Experience working with Australian and US clients (preferred)
- Excellent administrative, organisational, and time-management abilities
- Fast learner, highly adaptable to new tools and processes, with punctuality and meeting deadlines
- Strong SQL skills: write and execute SQL queries for production troubleshooting, reporting, and analysis
- Hands-on experience integrating with platforms like Xero, NetSuite, SAP, QuickBooks, or MYOB
- Customer-focused with excellent communication skills; confident speaking to clients through phone, email, and live chat in fluent English
Your team
Technical Customer Support (TCS) team
Technical specialists who handle L1 and L2 support, collaborating closely with the Customer Success team in Sydney, Product, Engineering, and Payment Operations.
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About ezyCollect by Sidetrade
Australian innovation. Global ambition.
Founded in Sydney in 2014, ezyCollect by Sidetrade is Australia's leading Order-to-Cash platform for small and mid-sized businesses, automating credit management, collections, and payments. Now part of global AI leader Sidetrade, it is scaling its reach across three continents.
Key facts
- 2014
- Sydney, Australia
- Fintech / Order-to-Cash software
- 1,100+ customers manage A$19 billion in receivables through the platform
- Customers typically cut late payments by 40% and bad debt by 80% within three months
- Part of global AI leader Sidetrade
- Profitable and scaling across three continents
What they value
- Brave
- Fast-paced
- Customer-centric
- Experiment constantly
- Collaborative