Job Description

eInvoice, Data Feed, and Integration Support 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 issues, including rejected invoice files and transmission failures. Investigate and correct file-processing issues-such as missing files, delayed jobs, and incomplete or failed runs-by reviewing logs, directories, and schedules. Analyze and resolve Single Sign-On (SSO) problems including token failures, metadata mismatches, and user authentication errors. Review and troubleshoot Data Feed and API file transfers, determining whether issues originate on the customer side, integration side, or system side. Collaborate with Professional Services, Support, and DevOps teams to escalate system defects, configuration inconsistencies, or recurring data-flow issues. Documentation, Communication & SLA Management Document each issue, resolution, and root cause clearly in Jira for visibility to Support, CSMs, Project Managers, and Senior Project Managers. Communicate resolution steps and outcomes to the Support Team or CSM, ensuring updates are reflected in project documentation. Maintain SLA-based response and resolution targets for Professional Services support tickets. Identify recurring issues and recommend preventive, process, or automation improvements to reduce repeated incidents. ServiceChannel Configuration & Data Management Receive project documentation (locations, notes, assets, users, and roles) from the Project Manager or Senior Project Manager and prepare data for upload to ServiceChannel. Create and manage configurations in the ServiceChannel platform-via UI or data templates-including: Locations and location notes Asset types and assets Trades, categories, and priorities Statuses and GL codes Configure and load Preventive Maintenance (PM) services and frequencies using templates or UI-based methods. Validate and correct template data to ensure accurate loading and alignment with project requirements. Troubleshoot and resolve data-load or configuration errors by reviewing logs, reconciling discrepancies, and applying corrective fixes. Exercise sound judgment to independently resolve template, data, or UI issues without recurring escalation to the Project Manager. Work Order Management & Reporting Support work-order remapping efforts by updating existing work orders when trades, categories, or priorities are updated. Provide load results, logs, and configuration status updates to the Project Manager after each update cycle. Maintain version control and complete documentation for all configuration activities. Cross-Functional Collaboration Partner with Project Managers, Senior Project Managers, and other team members to ensure project timelines, dependencies, and deliverables are consistently met. 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