Application Support Specialist

Job Summary

We are seeking an Application Support Specialist with experience in ERP systems to support our ERP Financial analysis product, an Excel add-in that connects with Acumatica and Sage Intacct. The ideal candidate will have a strong background in technical support, a deep understanding of ERP systems, particularly Acumatica and Sage Intacct, and experience in financial analysis and reporting. They will also be comfortable working with AI tooling, including how AI assistants connect to business systems through MCP servers, how AI skills are built, and how to troubleshoot them when they don’t behave as expected.

Velixo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

This is a fully remote position open.

Key Responsibilities:

• Provide technical support for our ERP Financial analysis Excel add-in product.
• Troubleshoot and resolve issues related to the product and its integration with Acumatica and Sage Intacct.
• Assist customers with reporting analysis and queries, ensuring accurate and efficient use of the product.
• Support customers and internal teams using AI assistants with Velixo and their ERP data, including MCP server setup.
• Troubleshoot AI tooling issues such as connector failures, skills that don’t trigger, and inaccurate outputs.
• Build and refine AI skills that streamline repeatable support workflows. 
• Understanding of software development lifecycle (SDLC) and software support processes.
• Stay current on Velixo, Acumatica, Sage Intacct and relevant AI tooling to provide expert support.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Finance, Accounting or a related field.
• Minimum of 2 years of technical support experience, with at least 1 year focused on ERP systems.
• Proven experience as a Technical Support Specialist or similar role, with a focus on ERP systems.
• Familiarity with financial analysis and reporting tools, preferably within an ERP context.
• Working knowledge of the Model Context Protocol (MCP): how AI clients connect to MCP servers, how servers expose tools and data, and how authentication and permissions control what an assistant can access.
• Hands-on experience creating AI skills or structured prompts, including clear trigger descriptions, step-by-step instructions and supporting reference material.
• A methodical approach to AI troubleshooting, with sound judgment about data privacy and when AI-generated answers need human review before reaching a customer.
• Strong problem-solving skills and the ability to diagnose and resolve technical issues.
• Excellent communication and customer service skills, with the ability to explain complex concepts to non-technical users.
• Knowledge of Acumatica or Sage Intacct is highly desirable.
• Experience with Claude, Chatgpt or similar agentic AI platforms, and basic scripting in Python or JavaScript, is an asset.