Customer Support Specialist

Job Description

Job Description

About Karbon

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 18.5 hours per week, per employee.

We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact.

About the Role

We are seeking a highly skilled Tier 2 Support Specialist with strong integration troubleshooting expertise to join our team. This role is central to ensuring the reliability and performance of the integrations our customers depend on. You will handle escalated, complex, and advanced technical cases—particularly those related to API behavior, data sync issues, authentication flows, and cross-platform system interactions.

You'll work closely with customers, internal technical teams (Engineering, Product), and customer-facing teams (Success, Services, Tier 1 Support) to diagnose issues, identify root causes, and ensure customers—especially Large Firms—experience seamless and stable integrations. This is a hands-on, problem-solving role where you are the integration subject matter expert and a key partner in maintaining and improving the quality of our ecosystem integrations.

Integration Troubleshooting & Escalations

• Serve as the primary Tier 2 escalation point for integration-related issues passed from Tier 1 Support.
• Diagnose and resolve complex integration failures , including API errors, webhook misconfigurations, data mapping mismatches, connection / authentication issues (OAuth, SSO), sync delays, and third-party platform inconsistencies.
• Reproduce customer issues, conduct logs-based analysis, and determine whether the root cause originates in our system, a partner system, or the customer configuration.

Customer Enablement & Setup

Cross-Functional Collaboration

Operational & Technical Excellence

About You!

Preferred

Why work at Karbon?

As we hire across various locations within the USA we are required by law to include a reasonable estimate of the compensation range for this role.

The range provided is broad and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as physical location / cost of living in that location, years of experience, skills, and other business needs.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. The base salary is one component of the total compensation package, which for some roles may include a target bonus, for some roles very competitive equity grant, and very generous benefits. While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission, purpose and values are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are!

The estimated base salary range for this role is :

$65,000—$80,000 USD

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role!

We recruit and reward people based on capability and performance. We don't discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you. 😛

If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at people.support@karbonhq.com for a confidential discussion.

At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!