Job Overview

Our client is looking for a technical support professional to join their modern SaaS-based EDI platform. Their API-driven solution is revolutionizing supply chain connectivity by reducing integration timelines from weeks to days. In this role, you will provide critical early-morning coverage for international partners, managing escalated technical tickets within strict SLA timeframes. This is a fully remote, written-communication-only position (no phone support) designed for someone with deep EDI knowledge who can troubleshoot complex B2B data exchanges independently.

Client Overview

A leading SaaS provider of API-driven EDI solutions that streamline how enterprises connect with supply chain partners. By replacing traditional, slow integration methods with a high-speed platform, they enable businesses to trade EDI transactions efficiently across global networks.

Schedule

• Monday - Friday, 5:00 AM - 10:00 AM Eastern Time (25 hours per week).

Responsibilities

• SLA Management: Monitor and respond to Level 3 and Level 4 escalation tickets within priority timeframes of one to two hours.
• Technical Troubleshooting: Diagnose and resolve issues related to EDI data integrations, API platform connectivity, and B2B transaction errors.
• Partner Support: Provide technical guidance to customers and international partners regarding supply chain connections and EDIFACT standards.
• Written Communication: Deliver clear, concise solutions through professional email support to external-facing stakeholders.
• Documentation: Maintain accurate records of support cases, technical issues, and their resolutions to improve the internal knowledge base.

Requirements

• Proven experience with EDI platforms, API integrations, or B2B data exchange systems.
• Specific technical support experience involving EDI systems (ideally EDIFACT EU trading standards).
• Strong technical troubleshooting skills with the ability to diagnose and resolve integration issues independently.
• Exceptional written English communication skills for technical email correspondence.
• Reliability to work the 4:00 AM - 9:00 AM ET shift consistently with minimal supervision.

Qualifications

• Experience with SaaS or cloud-based integration solutions (Highly Regarded).
• Familiarity with ERP systems and traditional point-to-point integration methods (Preferred).
• Previous experience working in an escalation-driven environment with strict SLA (Service Level Agreement) targets (Preferred).
• Self-motivated mindset suitable for a remote, independent role during off-peak hours.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.