• Own escalated merchant issues end to end, from first report through verified resolution.
• Lead merchant communication by email, call and video, including difficult conversations with finance and accounting stakeholders under time pressure.
• Translate technical findings into terms a controller or CFO can act on, without oversimplifying what happened.
• Triage, assign and drive resolution against SLA across our lines of business.
• Act as the escalation point for the front-line support team.

Technical diagnosis and ERP work

• Write SQL against production data to establish what actually happened rather than what was reported.
• Debug integration failures between Paystand and merchant ERPs, including SuiteScript and API-level troubleshooting.
• Resolve reconciliation failures: broken transfers, failed postings, cash apply, tokenization failures, refunds and disputes.
• Perform ERP configuration work: workflows, saved searches, custom fields, dynamic mapping, email templates, sandbox and account reconnection.
• Support bundle updates in customized merchant environments alongside the NetSuite engineering team.

AI and automation

• Identify which ticket categories are routine enough to automate, and build them into automated resolution.
• Work directly with our AI support agents. Review and correct their drafted responses, judge output quality, and feed back what they get wrong.
• Improve the knowledge base and runbooks the agents draw on, so their accuracy improves with the content rather than by chance.
• Instrument and report automation containment honestly: what is genuinely resolved without a human, and what only appears to be.

Knowledge and root cause

• Write and maintain runbooks to a standard someone else on the team can follow without you.
• File and drive root-cause tickets with engineering, and hold them until the defect is actually fixed.
• Analyse ticket trends and recommend the process or product changes that remove recurring volume.
• Contribute merchant-facing help centre content in partnership with the knowledge team.

Must have

• 5+ years in customer-facing technical support in a SaaS environment, including at least 2 years handling escalations or a senior tier.
• Demonstrated experience owning live conversations with unhappy customers, including senior finance stakeholders. This role is not behind a ticket queue.
• Strong SQL. You write your own queries and joins to investigate, not just read dashboards.
• Working knowledge of REST APIs, JSON, webhooks and log analysis.
• Hands-on experience supporting, administering or integrating at least one major ERP: NetSuite, Sage Intacct, Business Central or Acumatica.
• Experience with Zendesk or a comparable ticketing platform.
• Fluent written and spoken English, at a level that holds up on a call with a US finance executive.
• A concrete example of something you built or changed that measurably reduced support volume.

Highly desired

• NetSuite depth: SuiteScript, SuiteQL, saved searches, bundle installation and troubleshooting.
• Practical experience working with LLM-based tools or agents in a production workflow, covering prompt design, output evaluation, guardrails, or knowledge-base tuning.
• Payments, accounts receivable or accounting domain knowledge.
• Python or JavaScript sufficient to automate a repetitive task without waiting on engineering.
• Experience in a support organisation that measured AI containment or deflection.

What success looks like (First 90 days)

• Days 1 to 30: carrying live escalations independently, and the reconciliation work that comes with them.
• Days 31 to 60: runbooks published for the functions you have taken on, and root-cause tickets filed and moving with engineering.
• Days 61 to 90: at least one previously manual function automated end to end, with containment measured.

• Enjoy generous PTO and sick leave, because we believe in balance.
• Fuel your days with free snacks and paid lunches in the office.
• We've got your health covered with Major Medical Health Insurance.
• Stay nourished with food vouchers and plan for your future with savings funds.
• Unlock stock options and own a piece of our success!
• Work with the best tools and equipment, setting you up to thrive.
• And the best part? Endless growth opportunities await you as we rapidly expand!

If you're passionate about driving change in the FinTech landscape and being part of a company that is shaping the future of digital payments, we invite you to explore opportunities with Paystand.

We understand that no candidate is perfectly qualified for any job. Experience manifests in diverse ways, skills are transferable, and passion is a powerful driver. Your journey and skills are unique, and we value the richness that diverse perspectives bring to our team.

More than a resume, we prioritize a genuine commitment, impactful contributions, and the ability to thrive in our dynamic, collaborative environment. We are enthusiastic about providing you with opportunities to learn and grow within this role. If your experience aligns closely with what we're seeking, we encourage you to apply.

We celebrate the belief that diversity in backgrounds and thoughts fuels better problem-solving and fosters more creative thinking. Our commitment to adding new perspectives to the team reflects our dedication to innovation and inclusivity.

Your journey is important to us, and we look forward to the possibility of welcoming you to our team at Paystand. Feel free to reach out; we can't wait to hear from you.

Most of our roles are onsite. Positions that are eligible for remote or hybrid work arrangements will be clearly indicated in the job posting.

For roles based in Mexico, only resumes submitted in English will be considered.#LI-Onsite