About the job
Join Aiwyn as a Technical Support Analyst!
Aiwyn is revolutionizing the accounting industry with our complete platform tailored for modern accounting firms. Supported by esteemed investors such as Bessemer, KKR, and Revolution, we stand as one of the fastest-growing SaaS companies globally, renowned for our innovative technology and exceptional team.
As a Technical Support Analyst (Tier 2), you will be an essential part of our support team, acting as the vital link between front-line customer service and our senior engineering resources. Your role will include addressing escalated issues that require in-depth analysis of financial data, account-level modifications, and troubleshooting third-party integrations. You will collaborate closely with CPA firms and internal teams to efficiently resolve complex product challenges and minimize the need for engineering involvement.
How We Approach Issue Resolution
In your position, you will leverage elevated access and structured troubleshooting techniques, utilizing sound judgment across various systems. Your investigations may involve querying production data for A/R discrepancies, analyzing invoice and payment behaviors, validating customer-reported issues within the Aiwyn interface, and reviewing session replay tools like LogRocket. Analysts must discern the root causes of issues, whether they stem from expected product behavior, customer configurations, outdated or incorrect source data, integration timing, or platform defects needing engineering attention. Clear communication of technical findings to both internal teams and customers will be key, ensuring thorough documentation, setting accurate expectations, and simplifying complex issues for non-technical users.
Key Responsibilities:
- Triage and resolve escalated support tickets from Tier 1, managing issues requiring elevated access, deeper investigation, or account-level corrections, including email delivery failures, data discrepancies, translation errors, ETL flow corrections, product bugs, and data export/import challenges.
- Provide expert analysis and support for Aiwyn products, ensuring customer satisfaction and swift resolution of issues.

