Accounting Technology jobs

About Us

Elim Solutions Inc. is a fast-growing, innovative company based in Markham, Ontario, Canada, delivering end-to-end business solutions across multiple industries. We specialize in IT consulting, software development, and strategic advisory, helping organizations streamline operations, drive growth, and stay competitive in an evolving digital landscape.

As part of our continued growth, we are expanding our operations in Manila, Philippines, strengthening our global delivery capabilities and building a high-performing, collaborative team.

At Elim Solutions Inc., our people are at the core of our success. We foster a culture of collaboration, innovation, and accountability, where individuals are empowered to contribute, grow, and make a meaningful impact. We value diverse perspectives, continuous learning, and a strong sense of ownership in everything we do.

Please note: This role requires availability to support EST (Eastern Standard Time) hours, as you will be working closely with our North American team.

If you’re looking to be part of a dynamic organization where your work truly matters, we invite you to join us and help shape the future of business solutions.

Join us and help shape the future of business solutions!

Job Summary

Please note: Hands-on NetSuite experience is required for this position. Applications from candidates without NetSuite experience will not be considered.

The NetSuite Technical Support Specialist, Level 2 is Elim Solutions' hands-on technical resource for complex support issues, covering our NetSuite SuiteApps and client NetSuite environments. The role investigates and resolves cases that need deeper analysis than standard Service Desk support, and owns those cases end to end, including the conversation with the client.

This is a client-facing role. The Specialist communicates directly with clients on complex cases, leads troubleshooting sessions, explains technical findings clearly, and keeps clients informed until the issue is resolved. They work independently, recognize when a case needs Engineering, Product, or senior consulting input, and hand those cases off with full evidence and reproduction steps.

Duties and Responsibilities

Technical Support & Issue Resolution

• Own and resolve complex technical and functional issues escalated from the Service Desk, from first review through to client-confirmed resolution.
• Troubleshoot NetSuite configuration, workflows, roles and permissions, forms, saved searches, reporting, integrations, and system behavior.
• Analyze error messages, transaction flows, script execution logs, workflow history, and system notes to identify root causes.
• Reproduce issues where possible and use structured troubleshooting to reach a solution.
• Determine whether an issue stems from configuration, user process, customization, data, an integration, a third-party application, or a product defect.
• Develop and recommend practical solutions, workarounds, and corrective actions.
• Validate system behavior and data before and after any fix.

Client Communication & Relationship

• Communicate directly with clients on complex cases by email, ticket, phone, and video or screen-share sessions.
• Lead live troubleshooting sessions with client teams and guide them through steps, fixes, and verification.
• Explain technical issues, findings, and next steps clearly to both technical and non-technical stakeholders.
• Set realistic expectations on investigation, escalation, and resolution timelines, and give proactive updates without waiting to be asked.
• Handle frustrated or high-pressure client situations calmly and professionally.
• Join client status calls with the Service Desk Manager when technical depth is needed.
• Build client confidence through timely, accurate, and well-documented support.

NetSuite & SuiteApp Technical Support

• Maintain strong working knowledge of NetSuite functionality, architecture, and core processes, including financials, order management, inventory, CRM, and reporting.
• Learn Elim's SuiteApp portfolio and the payment gateways and flows behind it, and become a go-to resource on them.
• Troubleshoot payment-related issues such as failed or declined transactions, authorization and capture problems, refunds, settlements, tokens, and webhooks.
• Troubleshoot SuiteFlow workflows, saved searches, dashboards, custom records, and other NetSuite functionality.
• Review configuration and recent changes to find potential impact on client environments.

Integration & Data Troubleshooting

• Investigate issues involving NetSuite integrations, APIs, middleware, third-party applications, and data synchronization.
• Review integration errors and logs to identify failure points, including mapping, transformation, and configuration problems.
• Work with Engineering and Product teams to resolve complex integration incidents.
• Support testing of fixes and configuration changes.

Escalation & Root-Cause Analysis

• Act as the technical escalation point for the Service Desk on complex or recurring issues.
• Escalate to Engineering, Product, or Consulting when needed, with a clear problem description, troubleshooting history, evidence, and reproduction steps.
• Stay involved in escalated cases and keep the client informed while they are with another team.
• Conduct root-cause analysis for significant or recurring issues and recommend corrective and preventive actions.
• Participate in post-incident reviews for high-impact incidents.

Ticket & Case Management

• Manage assigned Level 2 tickets against agreed service levels and priorities.
• Prioritize by business impact, urgency, and complexity.
• Keep case documentation accurate and complete, covering the issue, investigation steps, findings, client communication, and resolution.
• Keep cases moving and prevent them from going stale.
• Flag at-risk cases, such as approaching SLA breach or client dissatisfaction, to the Service Desk Manager early.

Knowledge Management & Team Support

• Create and maintain knowledge articles, troubleshooting guides, and known-error documentation.
• Turn resolved complex cases into reusable knowledge that raises first-level resolution rates.
• Share lessons learned with Service Desk, Product, and Engineering.

Product Collaboration & Continuous Improvement

• Work with Product, Engineering, and QA to investigate suspected defects and validate fixes before release.
• Give structured feedback on recurring client issues, product limitations, and enhancement opportunities.
• Take part in release validation and testing when needed.
• Monitor NetSuite releases and flag potential impact on supported SuiteApps and client environments.
• Identify improvements to troubleshooting methods, documentation, and support processes.

Job Qualifications

Education

• Bachelor's degree in Computer Science, Information Technology, Business, Accounting, or a related field, or an equivalent combination of education and experience.
• NetSuite certification (SuiteFoundation, NetSuite Administrator, or NetSuite ERP Consultant) is an asset.

Experience

• 3+ years in NetSuite support, technical support, application support, or ERP support, including hands-on support in post-go-live environments.
• Proven experience resolving complex issues personally in a Level 2 or escalation environment.
• Experience communicating directly with clients on technical issues, including live troubleshooting or screen-share sessions.
• Experience working with NetSuite configurations, workflows, saved searches, reporting, permissions, and integrations.
• Experience with ticketing systems and structured support processes.
• Experience troubleshooting integrations or third-party applications is an asset.
• Experience in an ISV or product support environment is an asset.

NetSuite Technical Skills

• Strong working knowledge of NetSuite and its core functionality.
• Solid understanding of NetSuite's core business processes and modules, including Order-to-Cash (O2C), Procure-to-Pay (P2P), Financials, Inventory Management, CRM, and Reporting/SuiteAnalytics, and of how transactions and data flow between them.
• Ability to read and troubleshoot script logs, including SuiteScript execution logs and error details, to isolate root causes. This extends to workflow history, system notes, and integration error logs.
• Understanding of NetSuite architecture and data flows.
• Familiarity with NetSuite release cycles and their impact on supported environments.
• Familiarity with payment gateways, payment flows, or SuiteApp support is a strong asset.
• Familiarity with SuiteScript and SuiteQL, or basic SQL, is an asset.
• Familiarity with integration platforms (Celigo, Boomi, MuleSoft) is an asset.
• Experience with ticketing platforms such as Jira, Zendesk, ServiceNow, or Freshdesk.
• Strong Excel skills for data analysis and troubleshooting.

Qualifications

• Bachelor’s degree in HR, Business, Accounting or related field.
• 3–5 years of experience in HR, payroll, and HR generalist roles.
• Strong proficiency in Microsoft Office, particularly Excel (pivot tables, dashboards).
• Experienced in Slack, and Zoom.
• Proficient in Google Suite.
• Excellent communication and presentation skills.
• Ability to work in a fast-paced environment.
• Proactive and able to work with minimal supervision.
• Strong organizational, communication, and multitasking skills.
• Ability to work on an EST schedule.

Must Have:

• Experience supporting remote teams or cross-country HR operations.
• Proficient with Philippine labor laws, payroll, and benefits administration.
• Prior experience in HR reporting and metrics dashboards.

Soft Skills

• Proactive: Should anticipate potential challenges and act before they become problems.
• Adaptable: Ability to adapt to changing circumstances, priorities, and challenges. Should be flexible enough to adjust plans as needed.
• Accountable: Taking ownership of both successes and failures. Hold themselves and their team responsible for meeting deadlines, delivering quality results, and staying within budget.
• Solution-Oriented: Ability to focus on finding solutions. Maintaining a positive and solution-driven mindset encourages the team to tackle challenges creatively and efficiently.
• Collaborative: Ability to value teamwork and foster strong collaboration among stakeholders, team members, and clients. Building strong relationships to help ensure project success and smooth communication.
• Resilient: Ability to remain calm under pressure, manage stress effectively, and continue to lead the team toward success despite setbacks.
• Detail-Oriented: Attention to detail ensures that nothing is overlooked in terms of planning, execution, and delivery.
• Communicative: Should be able to clearly articulate expectations, progress, and issues to stakeholders at all levels.
• Decisive: Ability to make timely decisions, often with limited information.
• Empathetic: The Ability to understand the needs, challenges, and perspectives of team members fosters trust and helps build a supportive environment where everyone feels valued.
• Demonstrated experience in cultivating a harmonious and positive working environment

Why You’ll Love Working Here

• Competitive pay and benefits, sure, but also a culture that truly supports work-life balance.
• Opportunities for professional growth, but also for personal connections.
• A work environment where passion for excellence and customer appreciation are shared by all employees.

Ready to Join Our Journey?

If this sounds like you, don't hesitate. Send your resume to hr@elimsolutions.ca

Job Types: Full-time, Permanent

Pay: Php70,000.00 - Php120,000.00 per month

Experience:

• HR Generalist: 3 years (Required)
• Payroll: 3 years (Required)

Location:

• Manila (Required)

Work Location: Remote