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Paystand is a blockchain-enabled B2B payments network recognized as a CNBC/Statista 2026 World's Top Fintech company. The company has processed $20+ billion in volume across more than one million payors and operates a full-stack platform including agentic AI, USDb stablecoin, and AR/AP solutions.
You will own escalated merchant-facing technical problems: ERP integration failures, payment reconciliation issues, and complex support escalations. This is a merchant-facing role where you will communicate directly with finance organizations—from AR clerks to CFOs—explaining technical failures and resolution paths. You will work independently in live merchant environments and serve as the escalation point for the front-line support team.
Key responsibilities include:
**Merchant relationships and escalations:** Own escalated issues end-to-end from first report through verified resolution. Lead merchant communication via email, call, and video, including difficult conversations with finance and accounting stakeholders under time pressure. Translate technical findings into actionable terms for controllers and CFOs. Triage and drive resolution against SLA across lines of business.
**Technical diagnosis and ERP work:** Write SQL queries against production data to investigate what actually happened. Debug integration failures between Paystand and merchant ERPs (NetSuite, Sage Intacct, etc.), including SuiteScript and API-level troubleshooting. Resolve reconciliation failures: broken transfers, failed postings, cash apply, tokenization failures, refunds, and disputes. Perform ERP configuration work including workflows, saved searches, custom fields, and dynamic mapping. Support bundle updates in customized merchant environments alongside the NetSuite engineering team.
**AI and automation:** Identify routine ticket categories suitable for automation and build them into automated resolution workflows. Work directly with AI support agents—reviewing drafted responses, judging output quality, and providing feedback. Improve the knowledge base and runbooks that agents draw on. Instrument and report automation containment honestly: what is genuinely resolved without human intervention versus what only appears to be.
**Knowledge and root cause:** Write and maintain runbooks to a standard others can follow independently. File and drive root-cause tickets with engineering until defects are actually fixed. Analyze ticket trends and recommend process or product changes that remove recurring volume. Contribute merchant-facing help center content in partnership with the knowledge team.
This is a building role focused on reducing support volume through documentation, process improvement, and automation alongside day-to-day escalation resolution.
**Requirements:**
- 5+ years in customer-facing technical support in a SaaS environment, including at least 2 years handling escalations or senior tier support
- Demonstrated experience owning live conversations with unhappy customers, including senior finance stakeholders
- Strong SQL: 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 comparable ticketing platform
- Fluent written and spoken English at a level that holds up on calls with US finance executives
- 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 production workflows (prompt design, output evaluation, guardrails, knowledge-base tuning)
- Payments, accounts receivable, or accounting domain knowledge
- Python or JavaScript sufficient to automate repetitive tasks without waiting on engineering
- Experience in a support organization that measured AI containment or deflection
**Success metrics (first 90 days):**
- Days 1–30: carrying live escalations independently and reconciliation work
- Days 31–60: runbooks published for functions owned; root-cause tickets filed and moving with engineering
- Days 61–90: at least one previously manual function automated end-to-end with containment measured
