Accounting & Technical Support Specialist (Tier 2)

Role Summary

You are responsible for investigating, diagnosing, and resolving complex accounting and system-related issues escalated from the Customer Success team. This includes tracking discrepancies in financial data, identifying root causes, and ensuring accurate system behavior.
You act as the bridge between clients, customer success, and engineering.

Key Responsibilities1. Accounting Issue Investigation

• Trace and resolve issues like:

• Incorrect balances (customer, vendor, ledger)

• Missing or duplicate transactions

• Inventory mismatches

• Bank reconciliation discrepancies

• Analyze data across:

• Ledgers

• Journals

• Transactions

• Reports

• Identify root causes (not just surface fixes)

2. System Debugging & Diagnosis

• Investigate system behavior when:

• Transactions fail to post

• Reports don’t match underlying data

• Calculations appear incorrect

• Reproduce issues and document findings clearly

• Distinguish between:

• User error

• Configuration issues

• System bugs

3. Resolution & Fix Execution

• Apply safe corrections such as:

• Reposting transactions

• Adjusting entries

• Fixing configurations

• Escalate bugs to engineering with:

• Clear reproduction steps

• Expected vs actual behavior

• Supporting data

4. Support Tier 2 for Customer Success

• Receive escalated issues from Tier 1 (CS team)

• Guide CS on:

• What to communicate to clients

• Expected resolution timelines

• Reduce back-and-forth between CS and engineering

5. Build Internal Knowledge Systems

• Document:

• Common issues and solutions

• Investigation workflows

• Known system limitations/workarounds

• Create simple “debug playbooks” for CS team usage

6. Improve Product Feedback Loop

• Identify recurring issues and patterns

• Recommend:

• Product improvements

• Automation opportunities

• Better audit/logging features

Required Skills & ExperienceCore Skills

• Strong understanding of:

• Accounting principles (journals, ledgers, reconciliation)

• Ability to:

• Trace financial data across systems

• Think logically and diagnose problems step-by-step

Technical Skills

• Comfortable working with:

• ERP/accounting software

• Data tables and reports

• Basic SQL knowledge (preferred but not mandatory)

• Ability to understand system workflows and data flow

Experience

• 2–5 years in one of:

• Accounting

• ERP support

• Financial systems support

• Experience supporting business software is a strong advantage

• Strong experience with any accounting software is a strong advantage

Key Traits (non-negotiable)

• Highly analytical (doesn’t guess—investigates)

• Detail-oriented (small errors matter in accounting)

• Structured thinker (follows logical steps)

• Calm under pressure (clients may be frustrated)

Success Metrics

• Time to resolve escalated issues

• Accuracy of resolutions (no recurring errors)

• Reduction in engineering escalations

• Number of documented playbooks created

• CS team satisfaction (internal feedback)

Job Type: Full-time
Pay: ₦200,000.00 - ₦300,000.00 per month
Application Question(s)

• Which Accounting software(s) are you proficient in ?

• Have you occupied a customer service position before ?

• Where do you currently work?

• What is your phone number?

Work Location: Hybrid remote in Lekki