Job Description

Receive and triage Professional Services support inquiries from internal teams or clients related to eInvoice integrations, data feeds, and authentication errors Troubleshoot and resolve common eInvoice specification errors, rejected invoice files, and transmission failures Investigate and correct file processing issues (missing files, delayed jobs, incomplete or failed runs) by reviewing logs, directories, and schedules Analyze and resolve Single Sign-On issues, such as token errors, metadata mismatches, and user authentication failures Review and troubleshoot Data Feed and API file transfers, identifying whether issues are customer-side, integration-side, or system-side Collaborate with internal Professional Services, Support, and DevOps teams to escalate system defects, configuration discrepancies, or recurring data-flow errors Document each issue, resolution, and root cause clearly in Jira for visibility to the Support Team, CSM, Project Manager and Senior Project Manager Communicate resolution steps and outcomes back to the Support Team or CSM ensuring updates are captured in project documentation Maintain SLA response and resolution targets for Professional Services Support tickets Identify recurring issues and recommend preventive or automation improvements to reduce repeat incidents English proficiency Strong functional understanding of SaaS integrations and basic troubleshooting methodologies 2+ years in a customer-facing technical or support role focused on integrations, APIs, or data feeds Familiarity with eInvoice file structures (CSV, XML, JSON) and ability to read or validate logs Experience troubleshooting Single Sign-On configurations (SAML, SCIM, Okta, Azure AD) Ability to prioritize and manage multiple support cases simultaneously

Skills Required