Technical Support Specialist

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The job below belongs to one of our client companies, Immediate, and we're sharing it here so you can discover more opportunities. When you apply, you'll be taken directly to the hiring company's application process. Everything else you see here comes straight from the original job posting, so you can be confident the details are accurate and up to date...

About ImmediateImmediate is a financial wellness company that helps businesses recruit, engage, and retain employees. We give workers on-demand access to the wages they've already earned, along with pay cards and tools that make everyday finances easier. Our platform connects with the payroll, HR, and timekeeping systems our clients already use, so getting employees paid faster is simple for everyone involved.

The roleWe're hiring a Technical Support Specialist to be the technical backstop for our Customer Support team. You'll take the issues frontline support can't resolve, dig into logs and data to find the root cause, and drive each one to resolution. You'll also own the setup and ongoing health of client integrations, making sure payroll, timekeeping, and HR data flows into Immediate accurately and on time. You'll work closely with Customer Support, Implementation, Product, and Engineering.

What you'll doEscalation management

Own Tier 2 escalations from the Customer Support team, from intake through resolution and close-outTriage incoming escalations by severity and customer impact, and keep stakeholders updated until resolvedReproduce issues, identify root causes, and document clear bug reports for Engineering when a fix is neededCommunicate directly with clients and internal teams on complex or sensitive issuesTrack escalation trends and recommend fixes, process changes, or knowledge base updates that reduce repeat issuesIntegrations

Set up and configure new client integrations with payroll, HR, and timekeeping systems via API and file-based (SFTP/CSV) connectionsValidate data mappings and test integrations before go-liveMonitor existing integrations, investigate failures or data discrepancies, and restore data flow quicklyPartner with Implementation on the technical portions of client onboarding project plansLogs and data investigation

Review application, API, and integration logs to diagnose errors and unexpected behaviorWrite SQL queries to research account, transaction, and integration dataPerform data quality checks and corrections, following established controlsBuild reports for internal teams and clients using standard BI toolsProcess and knowledge

Write and maintain troubleshooting guides, and integration documentationTrain and coach frontline support on recurring technical issues so more cases resolve at Tier 1Follow security, compliance, and data-handling policies for sensitive financial and employee dataMeet individual and team goals for response time, resolution time, and customer satisfactionWhat you bring2+ years in technical support, support engineering, or integrations, ideally at a SaaS, fintech, or payroll/HR tech company. If coming out of college, college technical projects will also be consideredHands-on experience handling escalated or Tier 2 support cases end to endWorking knowledge of SQL (MySQL or similar) for querying and validating dataExperience with REST APIs and file-based integrations (SFTP, CSV, flat files), including tools like PostmanComfort reading logs and tracing an issue across systemsExperience with support and ticketing tools (e.g., Zendesk, GitLab)Clear written and verbal communication, with the ability to explain technical issues to non-technical customersStrong attention to detail and a methodical approach to troubleshootingAbility to prioritize competing escalations, stay calm under pressure, and work independentlyBachelor's degree or equivalent practical experienceMust pass a background check

Nice to haveExperience with payroll, timekeeping, or HRIS platforms (e.g., ADP, Paylocity, UKG, Workday)Familiarity with earned wage access, payments, or card programsExperience with BI tools (e.g., SuperSet, Tableau, QuickSight)Scripting experience (Python or similar) to automate checks or data fixesExperience with log and monitoring tools (e.g., Datadog, Sentry)

BenefitsFull-time positionMedical, dental, and vision insurance401(k)On-demand access to your earned pay through Immediate