Support Specialist

ONTARIO SYSTEMS LLC dba FINVI• Remote, US,

2d•$55,000 - $65,000

About The Position

The Support Specialist is responsible for providing advanced technical support, troubleshooting, and maintenance services for Finvi's The Collector System (TCS) platform. This role works directly with customers, internal teams, and technical resources to resolve complex issues, support system upgrades, perform testing activities, and ensure optimal system performance. The ideal candidate possesses PICK programming experience, RECALL or SQL query experience, and a solid understanding of enterprise software environments within the receivables management, debt collection, accounts receivable, or fintech industries. This individual will serve as a trusted technical resource for TCS customers and contribute to the continued success, reliability, and enhancement of the platform.

Requirements

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience.
3+ years of experience in technical support, application support, systems administration, software implementation, or related technical roles.
Strong research, technical communication, documentation, and customer-facing skills.
Advanced SQL skills with demonstrated ability to write, analyze, optimize, and troubleshoot complex queries.
Proven experience conducting technical root cause analysis, troubleshooting, and issue resolution in production environments.
Working knowledge of networking concepts, including DNS, TCP/IP, connectivity, API communications, and troubleshooting methodologies.
Knowledge of software deployments, release management, production support processes, and enterprise application architecture.
Experience with Windows and/or Linux server environments.
Familiarity with file transfers, and modern enterprise software ecosystems.
Ability to manage multiple priorities and deadlines in a fast-paced environment while maintaining attention to detail and process compliance.
Strong analytical, organizational, problem-solving, verbal, and written communication skills.
Demonstrated customer service orientation with the ability to translate complex technical concepts into business-friendly language.
Proven ability to work independently with minimal supervision while collaborating effectively across teams and building strong stakeholder relationships.
Proactive mindset with a commitment to continuous improvement and operational excellence.
Ability to remain calm, effective, and responsive during high-priority incidents and production support situations.

Nice To Haves

PICK programming experience
RECALL or SQL query experience
Solid understanding of enterprise software environments within the receivables management, debt collection, accounts receivable, or fintech industries.
Experience supporting Finvi products, particularly The Collector System (TCS), highly preferred.
Experience within the debt collection, accounts receivable management, receivables management, fintech, or financial services industries preferred.
Understanding of collection operations, workflows, payment processing, account management, and compliance requirements within receivables management environments preferred.

Responsibilities

Serve as a primary technical support resource for TCS customers.
Investigate, troubleshoot, and resolve complex application, database, workflow, and system-related issues within the TCS platform.
Perform detailed root cause analysis and implement corrective actions to prevent recurring issues.
Gather and analyze information from customers, application logs, databases, monitoring tools, and internal resources.
Escalate issues appropriately and coordinate resolution efforts across Product, Development, Infrastructure, Professional Services, and Customer Success teams.
Communicate technical solutions effectively to both technical and non-technical audiences.
Follow up with customers to ensure successful resolution and overall customer satisfaction.
Participate in on-call and after-hours support rotations as required.
Provide support during critical incidents, maintenance windows, and emergency situations.
Be available to support scheduled weekend upgrades, production deployments, and customer implementations.
Utilize query skills to troubleshoot TCS application and data-related issues.
Write and optimize complex queries for analysis, validation, reporting, and issue resolution.
Perform data validation, integrity checks, account reconciliation, and support customer reporting requirements.
Assist with database-related maintenance, upgrades, deployments, and troubleshooting activities.
Support data conversion, migration, and integration efforts when required.
Advice clients on system configuration, user administration, security settings, workflows, and customer-specific configurations.
Assist client with execution of business-impact mitigation strategies when necessary.
Support customer environments and provide guidance on best practices for TCS usage and administration.
Participate in scheduled TCS product upgrades, releases, patches, and maintenance activities.
Execute smoke testing, regression testing, and post-deployment validation to ensure system stability and functionality.
Document testing results and collaborate with Product and Engineering teams to resolve identified issues.
Support release readiness activities and production deployment processes.
Assist customers in planning and validating upgrade activities.
Support customer and hosted environments, including AWS-based infrastructure.
Leverage monitoring tools to identify, investigate, and resolve performance, availability, and capacity concerns.
Troubleshoot connectivity, interface, and integration-related issues.
Work closely with Engineering teams to ensure system reliability, scalability, and performance.
Support integrations between TCS and third-party systems, payment platforms, reporting tools, and related technologies.
Maintain accurate technical documentation, support procedures, troubleshooting guides, and knowledge base articles.
Identify opportunities for operational efficiencies and support process improvements.
Contribute to continuous improvement initiatives across the Support organization.
Share TCS product knowledge and mentor team members as needed.
Assist in developing support best practices and standardized troubleshooting methodologies.