Technical Support Specialist

Technical Support Specialist

Copay is currently looking to hire a Technical Support Specialist to join our team. This position falls under our Copay Payables line of business and is located in Brentwood, TN. In this role, we are seeking a detail-oriented and technically skilled individual to join our Technical Support team, providing Tier 2 support for Copay Complete. This role is essential to ensuring seamless client experiences across modules such as Invoice Automation, Purchase Orders, Payments, Card, and Expense.

As a Technical Support Team Member, you will be responsible for handling escalated technical issues, managing system administration tasks, supporting migration projects, customizing workflows, and maintaining clear documentation. You will collaborate with cross-functional teams to ensure timely resolution of support tickets in accordance with SLA tiers.

As a Technical Support Specialist, you will be expected to work in a hybrid environment reporting to our Brentwood office location. Copay will set you up for success by providing:

• Assigned workspace in Brentwood, TN.
• Company-issued equipment
• Hands-on training

Responsibilities:

• Handling escalated technical issues including batch file errors, metadata mismatches, and workflow updates.
• Managing user access, Okta configurations, and setting updates.
• Executing ICD to Copay Complete migration tasks, including card data extraction and sync error resolution.
• Assisting in troubleshooting custom workflows and field updates.
• Identifying and escalating Tier 3 issues to Product and Engineering teams.
• Maintaining clear records of issue resolution and communicate effectively with Account Managers and stakeholders.
• Ensuring timely resolution of support tickets in accordance with SLA tiers (1-day, 3-day, 5-day).

Qualifications:

• 2-4 years of overall Technical Support experience
• Strong understanding of Copay Complete systems and modules.
• Experience with Salesforce and ServiceNow ticketing systems.
• Familiarity with Okta, SSO/MFA configurations, and troubleshooting.
• Excellent communication and documentation skills.
• Collaborative mindset with cross-functional teams.
• Background in technical support, account management, or product implementation.
• Proven ability to manage complex technical issues independently.
• Comfortable working in a fast-paced, client-facing environment.
• Strong analytical and problem-solving skills.

Benefits & Perks:

• Medical, Dental & Vision benefits available the 1st month after hire.
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer

Copay is an Equal Opportunity Employer. Copay provides equal employment opportunities to all qualified applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.