We’re looking for an Integration Support Specialist (ISS) to join Procore’s ERP Support Team. In this role, you’ll assist customers with troubleshooting sync-related errors that populate with Procore in relation to their ERP integration. The primary goal of this role is to diagnose, resolve, and investigate complex technical issues related to Procore’s financial ERP integrations.
As an Integration Support Specialist, you’ll partner with customers, internal support teams, and development team members to provide tier 2 support across chat, email, and phone channels. Use your analytical skills, technical troubleshooting background, and problem-solving abilities to identify issues and ensure efficient problem resolution.
This position reports into the Manager of ERP Support and is a hybrid role (3x per week) based in our Heredia office located at Centro de Ciencia y Tecnología Ultrapark 1 (Edificio 7B, Piso 3). We’re looking for someone to join us immediately.
What You’ll Do:
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.
What We’re Looking For:
Fluent English, both verbal and written, required and subject to verification via assessment.
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.
Skills Required
- Fluent English (verbal and written), subject to verification
- 2+ years technical support experience in a contact center environment
- Bachelor's degree or equivalent work experience
- Experience providing technical support for complex software integrations
- Experience troubleshooting accounting software integrations (Sage or QuickBooks)
- Experience in queue-based support handling phone, chat, and email
- Familiarity with ticketing systems such as Salesforce, Jira, or Zendesk
- Strong analytical and technical troubleshooting skills
- Strong customer support and client relations skills
- Ability to prioritize multiple tasks and work under pressure
- Ability to work hybrid onsite in Heredia (3x per week)
Procore Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Procore Technologies and has not been reviewed or approved by Procore Technologies.
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Parental & Family Support — Family-building benefits such as fertility assistance on eligible plans, cash support for adoption and surrogacy, and substantial paid parental leave with a supported return-to-work indicate strong support for parents. Feedback suggests these offerings are a standout component of the total rewards package.
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Leave & Time Off Breadth — Open PTO with no accruals, a company-wide Wellness Week, and separate sick time reflect broad time-off flexibility. Feedback suggests employees value the ability to take time away in addition to standard holidays.
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Wellbeing & Lifestyle Benefits — A quarterly Procore Perks stipend, mental-health resources through an EAP/Modern Health, and free meals/snacks with WFH reimbursements demonstrate ongoing investment in wellbeing and daily convenience. Feedback suggests these benefits add meaningful everyday value beyond base pay.
Procore Technologies Insights
What We Do
At Procore Technologies, we’re collectively building towards what’s next for our employees, industry, customers, and global communities. Our cloud-based construction management software streamlines the entire lifecycle of a construction project, connecting field and office teams, centralizing data to mitigate risks, providing real-time financials, and more to help clients efficiently build everything from skyscrapers to hospitals to airports. Procore was founded in 2002, and we’ve since grown into a global company of groundbreakers working throughout North America, EMEA, and APAC. Coming together from across diverse backgrounds to be our best, we embrace a culture of ownership and excellence that gives our teams the tools to grow and thrive as they shape their careers – and the Procore of tomorrow. To learn more about Procore and how you can build what comes next for your career, visit us at https://careers.procore.com/.
Why Work With Us
We make each other better at Procore. Here, your career is not pre-defined and it can take many paths. While you own your career, we provide you with the support and opportunities to help you succeed. You can help us transform an industry while you are transforming your career.
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