Mercans
The Senior Support Specialist is a key technical leader within the support team, responsible for handling the most complex technical issues, leading critical incident management, mentoring junior specialists, and driving process improvements. This role requires expertise in system architecture, cross-functional collaboration, automation, and a proactive approach to enhancing service quality. The Senior Specialist also plays a pivotal role in optimizing troubleshooting methodologies, knowledge sharing, and process efficiency. Duties and Responsibilities Advanced Technical Issue Resolution & Root Cause Analysis Take ownership of critical and high-impact technical issues, ensuring swift resolution and minimal downtime. Perform deep-dive root cause analysis (RCA), collaborating with the Product and Development teams to identify required product improvements and implement long-term solutions. Develop and refine advanced troubleshooting methodologies for recurring and escalated issues. Lead technical war rooms and serve as the final escalation point for unresolved issues. Implement performance monitoring strategies to detect and prevent potential system failures. Incident Management & Escalation Leadership Lead high-priority incident resolution, coordinating cross-functional efforts to mitigate service disruptions. Contact point for the stakeholders. Establish and improve incident escalation processes to ensure seamless communication and resolution. Conduct and oversee post-mortem analysis for major incidents, ensuring corrective actions are implemented. Proactively identify and eliminate operational risks related to system stability and performance. Customer & Stakeholder Engagement Attend critical client calls as needed to provide technical insights, updates, and resolution strategies. Serve as a primary technical contact for key clients, addressing escalated concerns and providing timely updates. Ensure client feedback is documented and incorporated into process improvements. Proactively communicate upcoming potential impacts. Collaborate with internal teams to tailor support solutions based on client needs. Serve as a trusted technical advisor, collaborating with internal and external stakeholders on service improvements. Participate in customer-facing discussions, ensuring technical support aligns with business needs. Drive initiatives to improve customer experience and satisfaction metrics through proactive service enhancements. Ticket resolution or workaround needs to be within SLA. Plan weekly SLA tracking (reports, dashboards, feedback, etc) in case to monitor the progress. Mentorship, Training & Knowledge Sharing Act as a technical mentor to junior and mid-level Support Specialists, guiding them in advanced troubleshooting. Design and deliver comprehensive training sessions to upskill the support team in technical best practices. Develop and maintain an internal technical knowledge base, ensuring up-to-date documentation of complex troubleshooting steps and fixes. Foster a culture of continuous learning and knowledge sharing within the team. Utilize AI-driven documentation and knowledgebase to improve support team problem-solving knowledge and timelines. Process Automation & Efficiency Improvements Identify and implement automation opportunities to streamline support workflows and reduce manual interventions. Collaborate with DevOps to deploy self-healing mechanisms and monitoring tools for proactive issue detection. Optimize ticketing and tracking processes to enhance support response times and resolution rates. Utilize AI-driven diagnostic tools to improve root cause identification and troubleshooting efficiency. Collaboration with Development, DevOps, QA & Infrastructure Teams Work closely with software engineers to provide feedback on common system issues and design improvements. Partner with DevOps and Infrastructure teams to ensure scalability, reliability, and performance optimization. Work closely with Quality Assurance team Assist in defining deployment strategies, ensuring seamless releases with minimal support impact. Advocate for supportability improvements in product development roadmaps. Education and Experience 5+ years of experience in technical support, system analysis, or a related role. Strong expertise in system architecture, networking, and infrastructure troubleshooting. Proven experience handling high-impact incidents and leading escalations. Proficiency in monitoring tools, automation scripting, and system performance analysis. Strong leadership skills with experience in mentoring and training technical teams. Excellent communication skills to collaborate across teams and lead stakeholder discussions. Nice to Have: Education in Computer Science, IT, or a related field. Experience with ITIL frameworks, YouTrack, SQL, Python, ticketing tools such as Freshdesk or Jira, or automation tools.
The Senior Support Specialist is a key technical leader within the support team, responsible for handling the most complex technical issues, leading critical incident management, mentoring junior specialists, and driving process improvements. This role requires expertise in system architecture, cross-functional collaboration, automation, and a proactive approach to enhancing service quality. The Senior Specialist also plays a pivotal role in optimizing troubleshooting methodologies, knowledge sharing, and process efficiency. Duties and Responsibilities Advanced Technical Issue Resolution & Root Cause Analysis Take ownership of critical and high-impact technical issues, ensuring swift resolution and minimal downtime. Perform deep-dive root cause analysis (RCA), collaborating with the Product and Development teams to identify required product improvements and implement long-term solutions. Develop and refine advanced troubleshooting methodologies for recurring and escalated issues. Lead technical war rooms and serve as the final escalation point for unresolved issues. Implement performance monitoring strategies to detect and prevent potential system failures. Incident Management & Escalation Leadership Lead high-priority incident resolution, coordinating cross-functional efforts to mitigate service disruptions. Contact point for the stakeholders. Establish and improve incident escalation processes to ensure seamless communication and resolution. Conduct and oversee post-mortem analysis for major incidents, ensuring corrective actions are implemented. Proactively identify and eliminate operational risks related to system stability and performance. Customer & Stakeholder Engagement Attend critical client calls as needed to provide technical insights, updates, and resolution strategies. Serve as a primary technical contact for key clients, addressing escalated concerns and providing timely updates. Ensure client feedback is documented and incorporated into process improvements. Proactively communicate upcoming potential impacts. Collaborate with internal teams to tailor support solutions based on client needs. Serve as a trusted technical advisor, collaborating with internal and external stakeholders on service improvements. Participate in customer-facing discussions, ensuring technical support aligns with business needs. Drive initiatives to improve customer experience and satisfaction metrics through proactive service enhancements. Ticket resolution or workaround needs to be within SLA. Plan weekly SLA tracking (reports, dashboards, feedback, etc) in case to monitor the progress. Mentorship, Training & Knowledge Sharing Act as a technical mentor to junior and mid-level Support Specialists, guiding them in advanced troubleshooting. Design and deliver comprehensive training sessions to upskill the support team in technical best practices. Develop and maintain an internal technical knowledge base, ensuring up-to-date documentation of complex troubleshooting steps and fixes. Foster a culture of continuous learning and knowledge sharing within the team. Utilize AI-driven documentation and knowledgebase to improve support team problem-solving knowledge and timelines. Process Automation & Efficiency Improvements Identify and implement automation opportunities to streamline support workflows and reduce manual interventions. Collaborate with DevOps to deploy self-healing mechanisms and monitoring tools for proactive issue detection. Optimize ticketing and tracking processes to enhance support response times and resolution rates. Utilize AI-driven diagnostic tools to improve root cause identification and troubleshooting efficiency. Collaboration with Development, DevOps, QA & Infrastructure Teams Work closely with software engineers to provide feedback on common system issues and design improvements. Partner with DevOps and Infrastructure teams to ensure scalability, reliability, and performance optimization. Work closely with Quality Assurance team Assist in defining deployment strategies, ensuring seamless releases with minimal support impact. Advocate for supportability improvements in product development roadmaps. Education and Experience 5+ years of experience in technical support, system analysis, or a related role. Strong expertise in system architecture, networking, and infrastructure troubleshooting. Proven experience handling high-impact incidents and leading escalations. Proficiency in monitoring tools, automation scripting, and system performance analysis. Strong leadership skills with experience in mentoring and training technical teams. Excellent communication skills to collaborate across teams and lead stakeholder discussions. Nice to Have: Education in Computer Science, IT, or a related field. Experience with ITIL frameworks, YouTrack, SQL, Python, ticketing tools such as Freshdesk or Jira, or automation tools.
Mercans
This role is a back-end function focused on the development and configuration of reports within the Mercans Global Payroll Software HR Blizz (HRB). The Report Specialist shall collaborate with clients and internal teams to comprehend complex reporting needs and technical specifications, translating them into HRB report configurations. Key Responsibilities: End-to-End Report Setup: Manage the full lifecycle of report setup within HR Blizz from requirement gathering and analysis to configuration, QA testing, client delivery, and post-deployment support. Translate client, compliance, and operational requirements into scalable, standardized, or customized report formats. Multi-Country Compliance & Localization: Build country-specific payroll reports that meet local legal requirements (e.g. tax authority submissions, wage summaries, year-end reports). Monitor and apply regulatory changes across countries and ensure reporting outputs remain compliant. Client-Specific Customization: Work closely with global clients and internal stakeholders to capture business logic and reporting KPIs. Deliver tailored reports, dashboards, and visualization tools that provide actionable insights into labor costs, headcount, turnover, and more. Platform Configuration & Technical Development: Utilize reporting frameworks and tools (Thymeleaf, MS SQL, HTML/XML, Markdown) to build and modify reports. Configure integrations and data templates that support seamless report exports and downstream processing. System Limitations & Enhancements: Identify gaps between reporting requirements and platform capabilities. Develop workarounds or propose system enhancements, collaborating with the Product and Development teams. Testing & Quality Assurance: Design and execute test plans for all reports to validate logic, compliance, and data accuracy. Collaborate with QA teams to resolve defects and support UAT with clear technical documentation. Develop and execute unit tests to validate the accuracy and functionality of report configurations in accordance with QA processes, ensuring the production of anticipated outcomes. Automation & Innovation: Create reusable, parameterized report templates to support scalability and automation. Contribute ideas and prototypes for automation, such as scheduled reports, dynamic dashboards, and auto-validation tools. Cross-Border Collaboration: Coordinate with global teams including Payroll Operations, Compliance, Support, and Engineering to ensure seamless, compliant report delivery. Share knowledge across regions and contribute to global reporting standards and practices. Documentation & Knowledge Sharing: Maintain detailed configuration records, calculation logic, and country-specific notes. Contribute to the internal knowledge base and mentor Specialists Reports by sharing best practices and supporting onboarding efforts. Actively participate in HRB-related training sessions, product and compliance knowledge transfer sessions, and review provided materials to ensure a high level of expertise in product and report configuration. Incident Resolution & Continuous Improvement: Analyze recurring configuration issues and implement root cause corrections. Track metrics like defect ratios, resolution time, and SLA compliance to drive continuous improvement. Qualifications & Experience: Bachelors Degree in Computer Science, Information Systems, or a related field. Minimum 5 years of experience in payroll, HCM, and WFM reporting, preferably in a multi-country/global setting. Strong technical proficiency in MS SQL, HTML, XML, Thymeleaf, and Markdown. Advanced Excel skills, with the ability to develop and troubleshoot complex formulas and pivot tables. Proven ability to analyze complex business requirements, identify risks, and develop accurate, scalable solutions. Exceptional attention to detail, documentation, and process adherence. Excellent communication and collaboration skills, with experience working in globally distributed teams. Familiarity with data visualization, dashboards, and modern reporting tools is an advantage. Knowledge of Agile methodologies, SaaS platforms, and cloud-based payroll systems is preferred.
This role is a back-end function focused on the development and configuration of reports within the Mercans Global Payroll Software HR Blizz (HRB). The Report Specialist shall collaborate with clients and internal teams to comprehend complex reporting needs and technical specifications, translating them into HRB report configurations. Key Responsibilities: End-to-End Report Setup: Manage the full lifecycle of report setup within HR Blizz from requirement gathering and analysis to configuration, QA testing, client delivery, and post-deployment support. Translate client, compliance, and operational requirements into scalable, standardized, or customized report formats. Multi-Country Compliance & Localization: Build country-specific payroll reports that meet local legal requirements (e.g. tax authority submissions, wage summaries, year-end reports). Monitor and apply regulatory changes across countries and ensure reporting outputs remain compliant. Client-Specific Customization: Work closely with global clients and internal stakeholders to capture business logic and reporting KPIs. Deliver tailored reports, dashboards, and visualization tools that provide actionable insights into labor costs, headcount, turnover, and more. Platform Configuration & Technical Development: Utilize reporting frameworks and tools (Thymeleaf, MS SQL, HTML/XML, Markdown) to build and modify reports. Configure integrations and data templates that support seamless report exports and downstream processing. System Limitations & Enhancements: Identify gaps between reporting requirements and platform capabilities. Develop workarounds or propose system enhancements, collaborating with the Product and Development teams. Testing & Quality Assurance: Design and execute test plans for all reports to validate logic, compliance, and data accuracy. Collaborate with QA teams to resolve defects and support UAT with clear technical documentation. Develop and execute unit tests to validate the accuracy and functionality of report configurations in accordance with QA processes, ensuring the production of anticipated outcomes. Automation & Innovation: Create reusable, parameterized report templates to support scalability and automation. Contribute ideas and prototypes for automation, such as scheduled reports, dynamic dashboards, and auto-validation tools. Cross-Border Collaboration: Coordinate with global teams including Payroll Operations, Compliance, Support, and Engineering to ensure seamless, compliant report delivery. Share knowledge across regions and contribute to global reporting standards and practices. Documentation & Knowledge Sharing: Maintain detailed configuration records, calculation logic, and country-specific notes. Contribute to the internal knowledge base and mentor Specialists Reports by sharing best practices and supporting onboarding efforts. Actively participate in HRB-related training sessions, product and compliance knowledge transfer sessions, and review provided materials to ensure a high level of expertise in product and report configuration. Incident Resolution & Continuous Improvement: Analyze recurring configuration issues and implement root cause corrections. Track metrics like defect ratios, resolution time, and SLA compliance to drive continuous improvement. Qualifications & Experience: Bachelors Degree in Computer Science, Information Systems, or a related field. Minimum 5 years of experience in payroll, HCM, and WFM reporting, preferably in a multi-country/global setting. Strong technical proficiency in MS SQL, HTML, XML, Thymeleaf, and Markdown. Advanced Excel skills, with the ability to develop and troubleshoot complex formulas and pivot tables. Proven ability to analyze complex business requirements, identify risks, and develop accurate, scalable solutions. Exceptional attention to detail, documentation, and process adherence. Excellent communication and collaboration skills, with experience working in globally distributed teams. Familiarity with data visualization, dashboards, and modern reporting tools is an advantage. Knowledge of Agile methodologies, SaaS platforms, and cloud-based payroll systems is preferred.