Handle customer support inquiries, including advanced technical issues requiring deeper analysis

Review logs, metadata, and internal dashboards to diagnose complex problems

Replicate customer-reported issues in sandbox environments

Troubleshoot integrations, with a strong emphasis on QuickBooks Online (QBO) sync behavior

Assess whether issues represent bugs, user errors, or workflow misunderstandings

Create clear, detailed escalation tickets for engineering with reproduction steps, logs, impact, and hypotheses

Manage multi-step investigations, ensuring timely follow-up with customers

Collaborate with engineering during escalations to provide context and add technical findings

Surface patterns and recurring issues in Product and Engineering

Produce detailed Help Center content focused on technical troubleshooting and integrations

Technical Support Specialist

Responsibilities