Customer Support Specialist (Integrations & Accounting)

What You'll Do:

• Help own our integrations and accounting support queue across phone and email: sync errors, connector outages, GL and journal entry questions, and ERP setup, all the way to resolution.

• Troubleshoot how data moves between Miter and our partners' systems. Read sync logs and API errors, reproduce the issue, figure out whether it's configuration, customer data, a partner-side problem, or a real product bug, and explain the fix in plain language.

• Untangle construction accounting scenarios like GL account and department mapping, job and cost code costing, labor burden and fringe allocation, multi-entity setups, and employees, jobs, or activities that won't sync.

• Be the checkpoint before integration cases reach Engineering. When something is a true defect, hand it over with a clean reproduction, logs, and the customer's settings so it can be fixed fast.

• Help define what a proactive support motion could look like for Integration/Accounting issues. What ways can we automate fixes or suggestions for customers based on what we are seeing customers get stuck on.

• Build the playbooks: troubleshooting guides for each integration, saved replies for the most common fixes, and knowledge base articles all updated with an eye for extreme accuracy so customers (and our internal and customer-facing AI tools) can get it right without escalating

• Level up the team. Review integration escalations with Tier 1, run trainings on each accounting system, and become the person teammates come to when they're stuck.

• Be a support contact for integration partners like Sage, Procore, and BuildOps.

• Spot patterns in what customers run into and turn them into bug reports, feature requests, and process improvements with Product and Engineering.

• Hit Resolution, SLA, and CSAT goals while keeping quality high. Every customer loves working with you.

What You'll Need:

• 2+ years of hands-on work with accounting or ERP systems, whether supporting customers, implementing, or using them day to day as an accountant or systems admin. That could be at a software company, consulting firm, VAR, or in-house finance team.

• Real depth in at least one of these: Sage Intacct, Sage 100 or 300 CRE, QuickBooks Online or Desktop, NetSuite, Acumatica, Viewpoint Vista or Spectrum, or Foundation.

• A working understanding of how payroll hits the books: chart of accounts, GL mapping, journal entries, accruals, departments and classes, job costing, and how to reconcile payroll against the ledger when the numbers don't match.

• Technical troubleshooting instincts. You're comfortable reading error messages and sync logs, working through CSV imports and exports, and learning how a system's data model fits together. You can work out what's going on without a script.

• You're organized and keep a clean queue. No cases slip through the cracks, you set expectations with customers, and you over-communicate, especially on cases that sit with Engineering or a partner.

• You're self-starting and don't need to be told what to do next. If you see something that needs to be done, you thrive on the ownership to just do it. Ambiguity doesn't deflate you. Not everything has a process yet, and you're excited to help build it.

• Clear, warm writing. You can explain a sync failure to a stressed-out controller at month-end so it makes sense, and make them feel heard.

• A teacher's mindset. You like writing things down, building guides, and helping teammates get as good at this as you are.

• Comfort using AI tools and workflows beyond the surface level. You're interested in building more, even if you haven't had the chance to flex that muscle in previous roles, you will here!

• An empathetic, service-minded approach, with genuine curiosity about the construction industry and our customers' day-to-day operations.

Nice to Have:

• Construction accounting experience, such as work-in-progress (WIP) schedules, job cost reports, certified payroll, union fringes, or prevailing wage.

• Experience implementing an ERP or payroll integration, including mapping setup, data migration, and go-live support.

• Familiarity with field and operations tools like Procore, BuildOps, ServiceTitan, or HCSS HeavyJob.

• Payroll experience, or familiarity with benefits and 401(k) data feeds like Employee Navigator.

• A CPA, or certification in an accounting system (for example, Sage Intacct or QuickBooks ProAdvisor).

What Success Looks Like

• 30 days: You're working integration cases on your own, starting with Sage Intacct and Sage 300 CRE, and you know our connectors well enough to tell configuration problems from bugs.

• 60 days: You review integration cases that have made it to engineering, looking for opportunities to address the root cause at the front lines. You've published updates to troubleshooting guides for our top accounting systems.

• 90 days: Fewer integration cases need Engineering, they resolve faster, and customers hear from us about sync failures before they have to write in.

Our Interview Process

• Recruiter Screen

• Hiring Manager Interview

• Take-Home Exercise

• Domain Challenge

• Final Leadership Interview

Our Benefits:

• Competitive Compensation: We offer competitive (well above “market”) salary, commission, and equity packages.

• Flexible PTO: Take the time you need to recharge and be your best self.