SME Technical Support Xelix (Invoice to Pay)

Are you passionate about solving complex technical challenges and ensuring seamless operations across global finance platforms?

As a Tier 2 SME Technical Support, you’ll play a critical role in maintaining service continuity, enhancing support processes, and driving improvements across enterprise applications.

What You Will Do

• Investigate and resolve moderately complex incidents escalated from Tier 1 support, ensuring timely resolution and documentation
• Analyze recurring issues and support root cause analysis in collaboration with engineering and Tier 3 teams
• Troubleshoot application, system, and infrastructure issues, including performance errors, data inconsistencies, and integration failures
• Recreate user issues in test environments to isolate bugs and identify configuration errors
• Collaborate with development teams, vendors, and infrastructure teams to escalate and resolve technical issues within defined SLAs
• Perform routine system checks, monitor health indicators, and support deployments, patches, and updates across key platforms
• Manage advanced user provisioning and access configurations for integrated systems
• Create and maintain technical documentation, knowledge base articles, and support playbooks to enhance Tier 1 capabilities

What You Will Need

Required Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business, or related field, or equivalent work experience
• Minimum 3 years of experience in operational AP or system administration
• Fluent spoken and written English
• Proficiency in ITSM tools such as ServiceNow, Zendesk, or Jira
• Familiarity with enterprise applications (ERP, CRM, HRIS) and general IT concepts

Preferred Qualifications

• Experience troubleshooting business applications and networking fundamentals
• Familiarity with databases (SQL), scripting (PowerShell, Python), and APIs
• Additional language skills