Customer Support Specialist (Integrations & Accounting)

A BETTER BUILT WORLD https://www.miter.com/resources/a-better-built-world/

At Miter, we’re on a mission to help construction contractors build with confidence. If we’re successful, we’ll make it easier and faster to build critical physical infrastructure - roads, bridges, utilities, data centers, housing, etc.

For decades, construction and field services contractors have had to run their businesses on outdated software: clunky, on-premise systems created in the 1980s and 1990s.

That’s where Miter comes in. We’re using AI and embedded payments to rebuild the core HR, finance, and operations systems that underpin our physical economy. Using Miter, contractors like Marathon Electrical https://www.miter.com/customer-story/marathon-electrical-contractors/, W.J. O’Neil https://www.youtube.com/watch?v=GNExtmeHcSg, and Truebeck Construction http://truebeck.com/ are building stronger teams, controlling job costs, and accelerating jobsite execution.

This idea is resonating. Since we launched in 2021, we’ve grown to thousands of customers and tens of millions in ARR, making us one of the fastest growing vertical software companies ever. To double-down on our momentum, we’ve raised $78M+ from top investors (Bessemer, Coatue, and Battery) who share our belief that we’re just getting started.

WHAT YOU'LL DO:

- Help own our integrations and accounting support queue across phone and email: sync errors, connector outages, GL and journal entry questions, and ERP setup, all the way to resolution.

- Troubleshoot how data moves between Miter and our partners' systems. Read sync logs and API errors, reproduce the issue, figure out whether it's configuration, customer data, a partner-side problem, or a real product bug, and explain the fix in plain language.

- Untangle construction accounting scenarios like GL account and department mapping, job and cost code costing, labor burden and fringe allocation, multi-entity setups, and employees, jobs, or activities that won't sync.

- Be the checkpoint before integration cases reach Engineering. When something is a true defect, hand it over with a clean reproduction, logs, and the customer's settings so it can be fixed fast.

- Help define what a proactive support motion could look like for Integration/Accounting issues. What ways can we automate fixes or suggestions for customers based on what we are seeing customers get stuck on.

- Build the playbooks: troubleshooting guides for each integration, saved replies for the most common fixes, and knowledge base articles all updated with an eye for extreme accuracy so customers (and our internal and customer-facing AI tools) can get it right without escalating

- Level up the team. Review integration escalations with Tier 1, run trainings on each accounting system, and become the person teammates come to when they're stuck.

- Be a support contact for integration partners like Sage, Procore, and BuildOps.

- Spot patterns in what customers run into and turn them into bug reports, feature requests, and process improvements with Product and Engineering.

- Hit Resolution, SLA, and CSAT goals while keeping quality high. Every customer loves working with you.

WHAT YOU'LL NEED:

- 2+ years of hands-on work with accounting or ERP systems, whether supporting customers, implementing, or using them day to day as an accountant or systems admin. That could be at a software company, consulting firm, VAR, or in-house finance team.

- Real depth in at least one of these: Sage Intacct, Sage 100 or 300 CRE, QuickBooks Online or Desktop, NetSuite, Acumatica, Viewpoint Vista or Spectrum, or Foundation.

- A working understanding of how payroll hits the books: chart of accounts, GL mapping, journal entries, accruals, departments and classes, job costing, and how to reconcile payroll against the ledger when the numbers don't match.

- Technical troubleshooting instincts. You're comfortable reading error messages and sync logs, working through CSV imports and exports, and learning how a system's data model fits together. You can work out what's going on without a script.

- You're organized and keep a clean queue. No cases slip through the cracks, you set expectations with customers, and you over-communicate, especially on cases that sit with Engineering or a partner.

- You're self-starting and don't need to be told what to do next. If you see something that needs to be done, you thrive on the ownership to just do it. Ambiguity doesn't deflate you. Not everything has a process yet, and you're excited to help build it.

- Clear, warm writing. You can explain a sync failure to a stressed-out controller at month-end so it makes sense, and make them feel heard.

- A teacher's mindset. You like writing things down, building guides, and helping teammates get as good at this as you are.

- Comfort using AI tools and workflows beyond the surface level. You're interested in building more, even if you haven't had the chance to flex that muscle in previous roles, you will here!

- An empathetic, service-minded approach, with genuine curiosity about the construction industry and our customers' day-to-day operations.

NICE TO HAVE:

- Construction accounting experience, such as work-in-progress (WIP) schedules, job cost reports, certified payroll, union fringes, or prevailing wage.

- Experience implementing an ERP or payroll integration, including mapping setup, data migration, and go-live support.

- Familiarity with field and operations tools like Procore, BuildOps, ServiceTitan, or HCSS HeavyJob.

- Payroll experience, or familiarity with benefits and 401(k) data feeds like Employee Navigator.

- A CPA, or certification in an accounting system (for example, Sage Intacct or QuickBooks ProAdvisor).

WHAT SUCCESS LOOKS LIKE

- 30 days: You're working integration cases on your own, starting with Sage Intacct and Sage 300 CRE, and you know our connectors well enough to tell configuration problems from bugs.

- 60 days: You review integration cases that have made it to engineering, looking for opportunities to address the root cause at the front lines. You've published updates to troubleshooting guides for our top accounting systems.

- 90 days: Fewer integration cases need Engineering, they resolve faster, and customers hear from us about sync failures before they have to write in.

OUR INTERVIEW PROCESS

- Recruiter Screen

- Hiring Manager Interview

- Take-Home Exercise

- Domain Challenge

- Final Leadership Interview

OUR BENEFITS:

- Competitive Compensation: We offer competitive (well above “market”) salary, commission, and equity packages.

- Medical Insurance: Comprehensive medical, dental, FSA, vision plans to suit you and your family’s needs.

- 401(k) Retirement Plan: Company-matched contributions to help you plan for your future.

- Flexible PTO: Take the time you need to recharge and be your best self.

- Parental Leave: Generous 16-week paid leave for all parents, including adoptive and foster parents.

- Learning & Development: We offer every employee an annual educational allowance to explore external professional development.

- Office Extras: Snacks, coffee, lunch, and commuter benefits for in-office Mitosaurs.

- Community: Company-wide and team-specific off-sites per year.

HYBRID VS. REMOTE APPROACH:

We believe the magic of Miter comes from working side by side. We also believe in work flexibility. For roles that are listed as hybrid, our approach is 3 days a week in the office giving us the chance to connect, brainstorm, and build stronger relationships. If you live within a reasonable commute to either our New York City or San Francisco offices, we ask that you work in our hybrid approach.

Otherwise, for roles listed as remote or in other cities where we don't have an office location, there is no requirement to work in our hybrid approach. We do travel a few times a year for onboarding, company-wide and team specific off-sites!

JOIN OUR TALENT COMMUNITY

Not seeing a role that matches your background right now? Apply to our Talent Community https://jobs.ashbyhq.com/miter/form/talent-community-form, and we’ll reach out if a role opens up that aligns with your experience!

EQUAL OPPORTUNITY:

Miter provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

USE OF ARTIFICIAL INTELLIGENCE IN OUR HIRING PROCESS:

Miter uses AI-assisted tools as part of our hiring process to help our recruiting team manage and review applications more efficiently. We want to be transparent about how this works.

What the AI does: When you apply to a role at Miter, an AI tool may review your application against the specific qualifications and requirements posted for that job. This tool identifies whether your experience appears to meet, partially meet, or not meet each stated requirement, and it provides supporting evidence from your application for every assessment it makes.

What the AI does not do: The AI does not make hiring decisions. It does not reject, advance, or rank candidates on its own, and it does not assign you a numerical score. Every application is reviewed by a member of our recruiting team, who makes the final call on whether you move forward. The AI is a tool that helps our team prioritize their time across a high volume of applications. It is not a substitute for human judgment.

What information it uses: The tool evaluates the application materials you submit (your resume and any other application content) against role-specific criteria our team has defined. It does not pull information from external sources such as social media or professional networking profiles, and personal identifying information is removed from your materials before any AI review takes place.

Human oversight: Our recruiting team periodically reviews how these tools are performing to check for unintended patterns in outcomes, and we retain the ability to override any AI-generated assessment at any time.