Technical Support Engineer - Payroll & Human Resources

The Access Group

1d•$58,000 - $64,000

About The Position

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them. What does Access offer you? We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career. On top of a competitive salary, you’ll receive 22 days paid time off, plus 11 company paid holidays. Also, medical, dental & vision insurance, 5% 401(k) company match, plus a range of other benefits that you can choose from. About you: We are seeking a Technical Support Engineer with strong U.S. Payroll and Human Resources knowledge to join our support team. This role is ideal for a detail-oriented problem solver who enjoys working directly with customers, troubleshooting complex issues, and delivering practical, high-quality solutions. You will support the COINS U.S. Payroll and HR modules, serving as a trusted technical and functional resource for customers. Success in this role requires both technical aptitude and a solid understanding of U.S. payroll and HR processes, including compliance-driven workflows. You are customer-focused, analytical, and proactive. You take ownership of issues from initial investigation through resolution, communicating clearly with customers and internal teams throughout the support lifecycle. You are comfortable researching, diagnosing, troubleshooting, and escalating issues appropriately, with a focus on delivering excellent customer experience. You embody Access’ core values of curiosity, resilience, caring, flexibility, accountability, and commercial awareness in your daily work. Day to day, you will: Become a subject-matter expert in COINS U.S. Payroll and Human Resources modules Provide business and technical support to help customers maximize value from their software Diagnose, reproduce, and perform root cause analysis on payroll and HR-related issues Manage support cases end-to-end, ensuring timely resolution and clear customer communication Accurately document cases and updates in the support case management system Triage and prioritize issues in line with SLAs and escalation processes Collaborate with Operations and Development teams to resolve product defects and enhancements Author and maintain Knowledge Base articles and internal documentation Partner with peers to continuously improve team effectiveness and customer outcomes Meet individual service level and customer satisfaction targets Coach and support First Line Support Engineers as a knowledgeable escalation resource Your skills & experience likely include: Strong understanding of U.S. Payroll and Human Resources processes, regulations, or systems Experience troubleshooting application or software issues in a customer-facing environment Ability to quickly learn new technologies, systems, and product functionality Excellent written and verbal communication skills Strong customer service mindset with the ability to manage expectations effectively Proven analytical and problem-solving skills Ability to self-prioritize and adapt in a fast-paced support environment Previous experience in application support, technical support, or SaaS support strongly preferred Exposure to payroll, HR, ERP, or financial systems is highly desirable Residence Requirement: Applicants must reside within the Eastern or Central U.S. time zones to align with core business hours. Work Authorization: Must be authorized to work in the United States without employer sponsorship. Compensation: The anticipated base salary range for this role is $58,000–$64,000 annually. Final compensation will be determined based on factors such as location, experience, and qualifications. Any compensation outside the stated range will be determined in accordance with applicable laws and company policy. What are we all about? The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence. At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together. Love Work. Love Life. Be You. Hello! We are thrilled you are considering Access as your next career move. Why? Because At Access, people are at the heart of everything we do. Our people are game-changers, life-lovers, culture-builders, and free-thinkers. We strive to create an environment where everyone feels valued, respected, and empowered to contribute their best. We believe in hiring creative, curious, and caring future ready people who bring their unique diversity and a learn-it-all mindset to our global team. We believe in working hard as a collective team to win with our customers, give back to the communities we represent, and celebrate successes together. We can’t wait to meet you.

Requirements

Strong understanding of U.S. Payroll and Human Resources processes, regulations, or systems
Experience troubleshooting application or software issues in a customer-facing environment
Ability to quickly learn new technologies, systems, and product functionality
Excellent written and verbal communication skills
Strong customer service mindset with the ability to manage expectations effectively
Proven analytical and problem-solving skills
Ability to self-prioritize and adapt in a fast-paced support environment
Previous experience in application support, technical support, or SaaS support strongly preferred
Exposure to payroll, HR, ERP, or financial systems is highly desirable
Applicants must reside within the Eastern or Central U.S. time zones to align with core business hours.
Must be authorized to work in the United States without employer sponsorship.

Nice To Haves

Previous experience in application support, technical support, or SaaS support strongly preferred
Exposure to payroll, HR, ERP, or financial systems is highly desirable

Responsibilities

Become a subject-matter expert in COINS U.S. Payroll and Human Resources modules
Provide business and technical support to help customers maximize value from their software
Diagnose, reproduce, and perform root cause analysis on payroll and HR-related issues
Manage support cases end-to-end, ensuring timely resolution and clear customer communication
Accurately document cases and updates in the support case management system
Triage and prioritize issues in line with SLAs and escalation processes
Collaborate with Operations and Development teams to resolve product defects and enhancements
Author and maintain Knowledge Base articles and internal documentation
Partner with peers to continuously improve team effectiveness and customer outcomes
Meet individual service level and customer satisfaction targets
Coach and support First Line Support Engineers as a knowledgeable escalation resource