Customer Support Specialist

About Karbon

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 18.5 hours per week, per employee.

We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact.

About the Role

We are seeking a highly skilled Tier 2 Support Specialist with strong integration troubleshooting expertise to join our team. This role is central to ensuring the reliability and performance of the integrations our customers depend on. You will handle escalated, complex, and advanced technical cases—particularly those related to API behavior, data sync issues, authentication flows, and cross-platform system interactions.

You’ll work closely with customers, internal technical teams (Engineering, Product), and customer-facing teams (Success, Services, Tier 1 Support) to diagnose issues, identify root causes, and ensure customers—especially Large Firms—experience seamless and stable integrations. This is a hands-on, problem-solving role where you are the integration subject matter expert and a key partner in maintaining and improving the quality of our ecosystem integrations.

Integration Troubleshooting & Escalations

• Serve as the primary Tier 2 escalation point for integration-related issues passed from Tier 1 Support.

• Diagnose and resolve complex integration failures, including API errors, webhook misconfigurations, data mapping mismatches, connection/authentication issues (OAuth, SSO), sync delays, and third-party platform inconsistencies.

• Reproduce customer issues, conduct logs-based analysis, and determine whether the root cause originates in our system, a partner system, or the customer configuration.

Customer Enablement & Setup

• Guide customers through advanced configuration of supported integrations across CRM, accounting, communications, workflow, and other SaaS platforms.

• Provide recommendations for integration best practices to ensure long-term reliability and minimize ongoing support needs.

• Assist Large Firm customers with deeper, multi-environment or multi-system integration requirements.

Cross-Functional Collaboration

• Work directly with Engineering to escalate bugs with detailed reproduction steps, logs, and impact analysis.

• Partner with Product to share insights on recurring integration patterns, customer pain points, partner tool changes, and opportunities for integration improvements.

• Collaborate with Success and Services teams to support onboarding of complex configurations.

Operational & Technical Excellence

• Maintain and continuously improve documentation, troubleshooting guides, and knowledge base content for both customers and internal teams.

• Contribute to building scalable, technical support workflows optimized for integration troubleshooting as our ecosystem and customer base expand.

About You!

• 2+ years in technical or Tier 2 support within a SaaS environment, with a strong background in diagnosing integration-related issues.

• Solid understanding of APIs, webhooks, data flows, authentication protocols (OAuth, SSO), and modern integration patterns.

• Ability to interpret technical logs, read API documentation, and perform basic analytical troubleshooting.

• Strong communication skills with the ability to explain complex technical concepts clearly to non-technical users.

• Proven experience handling complex, multi-layered technical cases that require deep investigation and systematic problem-solving.

• Familiarity with ticketing systems such as Salesforce, Jira, or similar platforms.

Preferred

• Experience supporting integrations across accounting, CRM, workflow automation, or other business systems.

• Exposure to debugging API calls using tools like Postman, browser dev tools, or similar.

• Experience supporting enterprise or Large Firm customers with sophisticated environments.

Why work at Karbon?

• Gain global experience across Australia, New Zealand, UK, and Canada

• Strong benefits package including:

• Flexible Time Off with an encouraged 4 weeks use per year

• Company paid medical for you and eligible spouse/partner and dependents

• Paid dental and vision and eligible spouse/partner and dependents

• 401(k) with company matching

• Flexible Spending Account

• Up to 8 weeks paid parental leave

• Work-from-home stipend

• Work with (and learn from) an experienced, high-performing team

• A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback

• Be part of a fast-growing company that firmly believes in promoting high performers from within

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role!

We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you. 😛

If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at [email protected] for a confidential discussion.

At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!