Application Support Lead

Summary

The Application Support Lead works directly with Accounting and IT professionals across several countries whose firms utilize Trintech solutions. This role requires a blend of technical expertise, leadership, and problem-solving skills to ensure level one application support growth and ensure Service Level Agreement (SLA) compliance. This role also acts as a Subject Matter Expert (SME) for specific applications.

What You Will Do

• Assist in training, coaching, and mentoring level one agents to identify, troubleshoot, and solve complex technical issues with a Trintech application.
• Analyzes recurring issues and recommends long-term solution
• Handles more complex technical issues for multiple Trintech applications.
• Handles customer escalations, provides level 2 support, and collaborates with cross-functional teams to improve application reliability and overall customer experience.
• Leads root cause analysis and resolution efforts for critical incidents, delivering actionable insights and thorough post-incident reviews to prevent recurrence.
• Actively participates in testing application releases and updates as requested.
• Sets up and recreates complex customer scenarios and/or User Acceptance testing (UAT) within the Support environment to identify root cause and product defects.
• Identify knowledgebase content gaps and participate in knowledge creation for both internal and external customer use to deflect and quickly resolve Support inquiries.
• Keep clear and detailed documentation of all steps taken to diagnose and resolve Service Requests, fully utilizing all tools and procedures provided

Requirements:

• BA/BS in Computer Science, Business Information Systems, Accounting, Finance, or

equivalent software support experience required.

• 3-5 years of Tier 2 customer service experience in a SaaS Software environment required.
• Ability to translate and communicate technical solutions into a user-friendly language required.
• Ability to logically analyze information and break down complex problems efficiently.
• Proficiency in SQL, Relational Database knowledge, and GenAI Prompt Engineering required.
• Demonstrated knowledge of Financial Reconciliation, Close, and Reporting processes.
• Ability to work a rotating Saturday, Sunday, and/or regional Holiday shift as needed to ensure support coverage.

What We Offer

• Open Time Off
• Hybrid work options
• Comprehensive healthcare and wellness programs
• 100% company-paid volunteer time
• 401k with a company match
• Pet Insurance
• Tuition/Continuing Education reimbursement program

At our core, Trintechers stand committed to fostering a culture rooted in our core values - Humble, Empowered, Reliable, and Open. Together, these values guide our actions, define our identity, and inspire us to continuously strive for excellence in everything we do.

Should you require (or need) accommodations throughout any stage of the recruitment process, please provide your requirements to recruiting@trintech.com and we will work with you to accommodate your needs.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Trintech Inc., is a participant in the federal E-Verify program. This program allows employers to confirm the eligibility of their employees to work in the United States through an electronic verification process".

As required by law, we will verify the identity and employment eligibility of all persons hired to work at Trintech. For more information about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov