Senior Technical Support Analyst

Role At A Glance

Paystand is looking for a Senior Technical Support Analyst to own our hardest merchant-facing problems: escalations, ERP integration failures, and payment reconciliation across NetSuite, Sage Intacct and our other integrations.

This role is merchant-facing every day. You will be on calls with our merchants' finance organisations, from staff accountants and AR clerks through controllers and CFOs, explaining what went wrong and what we are doing about it. You need to be as comfortable holding a hard conversation with an executive as you are reading a failed transaction log. This is not an internal IT support position.

It is also a building role. Alongside resolving issues, you will reduce them, by writing the documentation that does not exist, fixing the documentation that is out of date, driving root causes into engineering instead of repairing the same failure repeatedly, and working with our AI support agents so that routine volume is handled automatically and people spend their time on judgment.

This is a senior position. You will work independently in live merchant environments, continually improve the standard, and be the person others escalate to.

What You Will Own

Merchant relationships and escalations

• Own escalated merchant issues end to end, from first report through verified resolution.
• Lead merchant communication by email, call and video, including difficult conversations with finance and accounting stakeholders under time pressure.
• Translate technical findings into terms a controller or CFO can act on, without oversimplifying what happened.
• Triage, assign and drive resolution against SLA across our lines of business.
• Act as the escalation point for the front-line support team.

Technical diagnosis and ERP work

• Write SQL against production data to establish what actually happened rather than what was reported.
• Debug integration failures between Paystand and merchant ERPs, including SuiteScript and API-level troubleshooting.
• Resolve reconciliation failures: broken transfers, failed postings, cash apply, tokenization failures, refunds and disputes.
• Perform ERP configuration work: workflows, saved searches, custom fields, dynamic mapping, email templates, sandbox and account reconnection.
• Support bundle updates in customized merchant environments alongside the NetSuite engineering team.

AI and automation

• Identify which ticket categories are routine enough to automate, and build them into automated resolution.
• Work directly with our AI support agents. Review and correct their drafted responses, judge output quality, and feed back what they get wrong.
• Improve the knowledge base and runbooks the agents draw on, so their accuracy improves with the content rather than by chance.
• Instrument and report automation containment honestly: what is genuinely resolved without a human, and what only appears to be.

Knowledge and root cause

• Write and maintain runbooks to a standard someone else on the team can follow without you.
• File and drive root-cause tickets with engineering, and hold them until the defect is actually fixed.
• Analyse ticket trends and recommend the process or product changes that remove recurring volume.
• Contribute merchant-facing help centre content in partnership with the knowledge team.

Must have

• 5+ years in customer-facing technical support in a SaaS environment, including at least 2 years handling escalations or a senior tier.
• Demonstrated experience owning live conversations with unhappy customers, including senior finance stakeholders. This role is not behind a ticket queue.
• Strong SQL. You write your own queries and joins to investigate, not just read dashboards.
• Working knowledge of REST APIs, JSON, webhooks and log analysis.
• Hands-on experience supporting, administering or integrating at least one major ERP: NetSuite, Sage Intacct, Business Central or Acumatica.
• Experience with Zendesk or a comparable ticketing platform.
• Fluent written and spoken English, at a level that holds up on a call with a US finance executive.
• A concrete example of something you built or changed that measurably reduced support volume.

Highly desired

• NetSuite depth: SuiteScript, SuiteQL, saved searches, bundle installation and troubleshooting.
• Practical experience working with LLM-based tools or agents in a production workflow, covering prompt design, output evaluation, guardrails, or knowledge-base tuning.
• Payments, accounts receivable or accounting domain knowledge.
• Python or JavaScript sufficient to automate a repetitive task without waiting on engineering.
• Experience in a support organisation that measured AI containment or deflection.

What success looks like (First 90 days)

• Days 1 to 30: carrying live escalations independently, and the reconciliation work that comes with them.
• Days 31 to 60: runbooks published for the functions you have taken on, and root-cause tickets filed and moving with engineering.
• Days 61 to 90: at least one previously manual function automated end to end, with containment measured.

Perks and Benefits

• Enjoy PTO and sick leave, because we believe in balance.
• Fuel your days with free snacks and paid lunches in the office.
• We've got your health covered with Major Medical Health Insurance.
• Stay nourished with food vouchers and plan for your future with savings funds.
• Unlock stock options and own a piece of our success!
• Work with the best tools and equipment, setting you up to thrive.
• And the best part? Endless growth opportunities await you as we rapidly expand!