Technical Integration Specialist, ECS

Purpose of Business

Since 1985, McLeod Software has provided powerful transportation management and trucking software solutions to the trucking industry. These solutions, developed entirely by our company, are comprehensive, and they support integration with a broad array of complementary logistics products.

Purpose of the Role

The Technical Integration Specialist plays a key role in helping McLeod Software customers successfully implement, configure, and support integrations within our software ecosystem. This customer-facing position combines technical troubleshooting, implementation consulting, and ongoing support to ensure integrated solutions operate effectively.

Working closely with customers, vendors, and internal teams, this individual will investigate technical issues, assist with software configurations, support customer onboarding, and provide guidance on integration functionality and best practices.

Reporting Manager

Manager, ECS Shared Services

Responsible For

• Supporting the implementation, configuration, testing, and ongoing maintenance of ancillary software integrations.

• Providing technical troubleshooting, customer support, and guidance throughout implementation and production.

• Collaborating with customers, vendors, and internal teams to resolve issues and ensure successful integration performance.

Essentials for the Role

• Strong analytical, troubleshooting, and problem-solving skills with the ability to independently investigate technical issues.

• Ability to manage multiple customer priorities, implementations, and support requests in a fast-paced environment.

• Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences.

• Strong customer service skills and the ability to build effective working relationships with customers, vendors, and internal teams.

• Strong organizational skills, attention to detail, and the ability to maintain accurate technical documentation.

• Ability to learn new software applications, integration technologies, and technical processes.

Key Accountabilities

• Implement, configure, test, and support ancillary software integrations for McLeod Software customers.

• Assist customers with onboarding, software upgrades, integration configurations, workflow optimization, and ongoing technical support.

• Troubleshoot integration, application, API, connectivity, and communication issues across McLeod systems, customer environments, and third-party vendor platforms.

• Investigate technical issues by reviewing system logs, application data, database information, and integration activity to identify root causes and recommend solutions.

• Support REST APIs, web services, and system-to-system integrations, including troubleshooting data exchange and interface functionality.

• Participate in software testing, workflow validation, quality assurance, and troubleshooting related to implementations, product enhancements, and system modifications.

• Work directly with customers to explain technical solutions, provide training, and recommend operational best practices.

• Coordinate with customers, vendors, project teams, and internal departments to manage implementation activities, troubleshoot issues, and resolve escalations.

• Provide production support by investigating customer issues, coordinating resolutions, and following through on outstanding technical concerns.

• Maintain accurate implementation records, technical documentation, customer notes, and support activities.

• Support multiple ancillary products and integrations while maintaining knowledge of evolving software functionality and technologies.

• Identify opportunities to improve implementation processes, technical support workflows, documentation, and the overall customer experience.

• Participate in customer meetings, training sessions, and ongoing product learning activities.

• Requires occasional nights or weekend work.

Education, Experience & Technical Skills

• Bachelor's degree with 2+ years of experience providing customer software and hardware support or working in a technical support role; or high school diploma or equivalent with 6+ years of relevant technical support experience, required.

• Previous experience training customers or end users required.

• Intermediate knowledge of Microsoft Office.

• Working knowledge of REST and SOAP APIs, web services, and software integration concepts.

• Working knowledge of SQL, relational databases, structured data formats, and integration troubleshooting methodologies.

• Ability to independently research, investigate, and troubleshoot technical issues using available tools and resources.

• Familiarity with API authentication concepts and API testing tools such as Postman, preferred.

• Understanding of structured data formats, including JSON, XML, and CSV, preferred.

• Experience troubleshooting enterprise software integrations, interfaces, and connectivity issues, preferred.

• Familiarity with enterprise software platforms, integration environments, or SaaS applications, preferred.

Disclaimer

This job description outlines the primary duties of the position but is not intended to be all-inclusive. Employees may be asked to perform other duties as required to support organizational goals. McLeod reserves the right to update or change this description as needed.

Certificates and Licenses

Microsoft B.I certification, preferred. The CCEP (Certified Customer Experience Professional) certification from CSIA (Customer Service Institute of America) must be completed within the first 60 to 90 days of employment. The certification consists of eight modules with a test at the end of each module. The estimated time to complete is eight hours.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; and talk or hear. The employee is occasionally required to reach with hands and arms.