Customer Support Specialist (Integrations & Accounting)

Miter • Remote, Remote

4d • $90,000 - $110,000

About The Position

Miter is hiring a Customer Support Specialist focused on integrations and accounting. The role owns integration and accounting support cases across phone and email, troubleshooting sync errors, connector outages, general ledger and journal entry questions, and ERP setup through resolution. The specialist investigates how data moves between Miter and partner systems, reviews sync logs and API errors, reproduces issues, identifies whether the cause is configuration, customer data, a partner-side problem, or a product defect, and explains solutions clearly to customers.

The role also supports complex construction accounting workflows, serves as a quality checkpoint before cases are escalated to Engineering, and works with integration partners such as Sage, Procore, and BuildOps. It helps develop proactive support approaches, accurate troubleshooting playbooks and knowledge base content, and training for Tier 1 teammates. The specialist identifies recurring customer issues and collaborates with Product and Engineering on bug reports, feature requests, and process improvements, while meeting resolution, SLA, and CSAT goals.

The position is intended for someone with hands-on accounting or ERP experience and depth in at least one of several listed accounting platforms. Success includes independently handling integration cases, improving troubleshooting resources, reducing Engineering escalations, speeding up resolution, and proactively informing customers about sync failures. Miter describes its approach as hybrid for employees within a reasonable commute of its New York City or San Francisco offices, with no hybrid requirement for remote roles or other cities without an office. The role may involve travel a few times a year for onboarding and company or team off-sites; a specific workplace type for this role is not stated.

Requirements

• At least 2 years of hands-on work with accounting or ERP systems through customer support, implementation, accounting, or systems administration.
• Demonstrated depth in at least one of the following: Sage Intacct, Sage 100 or 300 CRE, QuickBooks Online or Desktop, NetSuite, Acumatica, Viewpoint Vista or Spectrum, or Foundation.
• Working understanding of payroll accounting, including chart of accounts, GL mapping, journal entries, accruals, departments and classes, job costing, and payroll-to-ledger reconciliation.
• Technical troubleshooting ability, including reading error messages and sync logs, working with CSV imports and exports, and understanding system data models without relying on a script.
• Strong organization and case management skills, including setting expectations and communicating proactively with customers.
• Self-starting, ownership-oriented approach and comfort working amid ambiguity and developing processes.
• Clear, warm written communication and ability to explain technical issues empathetically to customers.
• Interest and ability in documenting processes, building guides, and teaching teammates.
• Comfort using AI tools and workflows, with interest in developing further capabilities.
• Empathetic, service-minded approach and genuine curiosity about construction and customers' day-to-day operations.

Nice To Haves

• Construction accounting experience, including WIP schedules, job cost reports, certified payroll, union fringes, or prevailing wage.
• Experience implementing an ERP or payroll integration, including mapping setup, data migration, and go-live support.
• Familiarity with field and operations tools such as Procore, BuildOps, ServiceTitan, or HCSS HeavyJob.
• Payroll experience or familiarity with benefits and 401(k) data feeds such as Employee Navigator.
• CPA or certification in an accounting system, such as Sage Intacct or QuickBooks ProAdvisor.

Responsibilities

• Own integration and accounting support cases across phone and email, from initial investigation through resolution.
• Troubleshoot data flow between Miter and partner systems by reviewing sync logs and API errors, reproducing issues, diagnosing their cause, and explaining fixes to customers.
• Resolve construction accounting issues involving account and department mapping, job and cost code costing, labor burden and fringe allocation, multi-entity setups, and records that fail to sync.
• Screen integration cases before Engineering escalation and provide clear reproductions, logs, and customer settings when a defect is identified.
• Help develop proactive support approaches and potential automation for common integration and accounting issues.
• Create and maintain accurate integration troubleshooting guides, saved replies, and knowledge base articles.
• Review integration escalations with Tier 1 teammates, conduct training on accounting systems, and provide internal expertise.
• Act as a support contact for integration partners such as Sage, Procore, and BuildOps.
• Identify customer issue patterns and collaborate with Product and Engineering on bug reports, feature requests, and process improvements.
• Meet resolution, SLA, and CSAT goals while maintaining high-quality customer support.
• Set customer expectations, maintain an organized support queue, and communicate proactively, particularly when cases are with Engineering or a partner.

Benefits

• Competitive salary, commission, and equity packages.
• Medical, dental, FSA, and vision plans.
• Company-matched 401(k) contributions.
• Flexible PTO.
• 16-week paid parental leave for all parents, including adoptive and foster parents.
• Annual educational allowance for external professional development.
• Office snacks, coffee, lunch, and commuter benefits for in-office employees.
• Company-wide and team-specific off-sites.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed