[Remote] Integration Support Specialist, Tier 2 (Remote)

Note: The job is a remote job and is open to candidates in USA. Procore Technologies is seeking an Integration Support Specialist to join their ERP Support Team. The role focuses on diagnosing and resolving complex technical issues related to Procore's financial ERP integrations while providing tier 2 support across various communication channels.


Responsibilities

  • Investigate and resolve complex tier 2 technical issues for Procore’s ERP Integrations, focusing on errors related to accounting software like Sage or QuickBooks
  • Troubleshoot integration technical issues that occur within the customer’s Windows environment or Procore’s internal microservices, often working in a queue-based system
  • Provide support for live customer interactions (phone and chat) as well as email, managing interruptible work while prioritizing customer experience
  • Manage efficiently a backlog of cases in ticketing systems like Salesforce, Jira, or Zendesk while actively taking on new cases daily
  • Escalate issues appropriately by collaborating with development team members to submit JIRAs and resolve API-related errors
  • Navigate technical ambiguity with confidence, applying strong problem-solving skills to diagnose brand new issues
  • Demonstrate a commitment to Ownership by taking accountability for customer outcomes and driving issues to resolution
  • Communicate openly and clearly with customers and internal stakeholders, providing transparent and optimistic updates throughout the troubleshooting process

Skills

  • 2+ years of technical support experience in a contact center environment, with a Bachelor's degree or equivalent work experience
  • Proven background in providing technical support for complex software integrations, with specific experience with accounting software like Sage or QuickBooks being a huge plus
  • Experience in a queue-based technical support role, providing assistance via live phone, chat, and email channels
  • Familiarity with ticketing systems such as Salesforce, Jira, or Zendesk is a significant advantage, demonstrating proficiency in managing ticket escalations
  • Strong analytical and technical troubleshooting skills; enjoys working with details and numbers to diagnose root causes rather than following a basic script
  • Ability to embody Procore's core values of Ownership, Openness, and Optimism, thriving in a collaborative and problem-solving environment
  • Strong customer support and client relation skills, prioritizing a customer-focused approach
  • Ability to prioritize multiple tasks effectively and execute on resolutions under pressure

Benefits

  • Equity Compensation

Company Overview

  • Procore Technologies, Inc. (NYSE: PCOR) is a leading technology partner for every stage of construction. It was founded in 2002, and is headquartered in Carpinteria, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.procore.com/en-sg.

    • Company H1B Sponsorship

  • Procore Technologies has a track record of offering H1B sponsorships, with 37 in 2025, 45 in 2024, 35 in 2023, 51 in 2022, 43 in 2021, 14 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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