Software Support Engineer (ERP / Accounting Systems)

We are looking for a dedicated Software Support Engineer to join our team and serve as thefirst point of contact for customers experiencing software- related issues.

This role requires strong technical troubleshooting skills, analytical thinking, and excellent communication abilities to ensure timely and effective resolution of customer inquiries while delivering a high standard of customer service.

Job Requirements

• Bachelor’s degree in Information Technology, Computer Science, Accounting, Finance, or related fields.
• Prior experience in Software Support, Application Support, or Technical Support roles.
• Strong analytical and problem-solving skills with the ability to troubleshoot technical issues.
• Excellent communication skills (both verbal and written).
• Strong customer service mindset with patience and empathy when handling customer inquiries.
• Ability to prioritize tasks and manage multiple support requests effectively.
• Experience supporting ERP, accounting, or enterprise software systems is an advantage.

Responsibilities

• Serve as the first-level support for software-related inquiries through phone, email, and the support ticketing system.
• Troubleshoot reported issues, identify root causes , and provide timely and effective resolutions.
• Analyze problems and recommend practical and reliable solutions to customers.
• Test and validate fixes or workarounds before deploying them to ensure issues are fully resolved.
• Escalate complex issues to the technical or development team when necessary.
• Maintain accurate and detailed records of support cases, troubleshooting steps, and resolutions.
• Gather and document customer feedback to support continuous product and service improvement.
• Work closely with internal teams to ensure high-quality customer support and service delivery.

Career Development

This role offers opportunities to grow into positions such as:

• Senior Application Support Engineer
• ERP Consultant / Implementation Consultant
• Business Systems Analyst
• Customer Success Manager

Preferred Skills (Advantage):

• Experience with ERP or accounting software (e.g., AutoCount, NetSuite, SAP, etc.)
• Basic understanding of accounting workflows or business processes
• Familiarity with SQL, databases, or system integration troubleshooting

If you enjoy solving problems, learning new technologies, and helping businesses succeed through software solutions, we would love to hear from you.

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