Technical Support Engineer - Payroll & Human Resources

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. 

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you? 

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.

On top of a competitive salary, you’ll receive 22 days paid time off, plus 11 company paid holidays. Also, medical, dental & vision insurance, 5% 401(k) company match, plus a range of other benefits that you can choose from. 

About you:

We are seeking a Technical Support Engineer with strong U.S. Payroll and Human Resources knowledge to join our support team. This role is ideal for a detail-oriented problem solver who enjoys working directly with customers, troubleshooting complex issues, and delivering practical, high-quality solutions.

You will support the COINS U.S. Payroll and HR modules, serving as a trusted technical and functional resource for customers. Success in this role requires both technical aptitude and a solid understanding of U.S. payroll and HR processes, including compliance-driven workflows.

You are customer-focused, analytical, and proactive. You take ownership of issues from initial investigation through resolution, communicating clearly with customers and internal teams throughout the support lifecycle. You are comfortable researching, diagnosing, troubleshooting, and escalating issues appropriately, with a focus on delivering excellent customer experience. You embody Access’ core values of curiosity, resilience, caring, flexibility, accountability, and commercial awareness in your daily work.

Day to day, you will:

• Become a subject-matter expert in COINS U.S. Payroll and Human Resources modules

• Provide business and technical support to help customers maximize value from their software

• Diagnose, reproduce, and perform root cause analysis on payroll and HR-related issues

• Manage support cases end-to-end, ensuring timely resolution and clear customer communication

• Accurately document cases and updates in the support case management system

• Triage and prioritize issues in line with SLAs and escalation processes

• Collaborate with Operations and Development teams to resolve product defects and enhancements

• Author and maintain Knowledge Base articles and internal documentation

• Partner with peers to continuously improve team effectiveness and customer outcomes

• Meet individual service level and customer satisfaction targets

• Coach and support First Line Support Engineers as a knowledgeable escalation resource

Your skills & experience likely include:

• Strong understanding of U.S. Payroll and Human Resources processes, regulations, or systems

• Experience troubleshooting application or software issues in a customer-facing environment

• Ability to quickly learn new technologies, systems, and product functionality

• Excellent written and verbal communication skills

• Strong customer service mindset with the ability to manage expectations effectively

• Proven analytical and problem-solving skills

• Ability to self-prioritize and adapt in a fast-paced support environment

• Previous experience in application support, technical support, or SaaS support strongly preferred

• Exposure to payroll, HR, ERP, or financial systems is highly desirable

Residence Requirement: Applicants must reside within the Eastern or Central U.S. time zones to align with core business hours.

Work Authorization: Must be authorized to work in the United States without employer sponsorship.

Compensation: The anticipated base salary range for this role is $58,000–$64,000 annually. Final compensation will be determined based on factors such as location, experience, and qualifications. Any compensation outside the stated range will be determined in accordance with applicable laws and company policy.

What are we all about?

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence. 

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.

Love Work. Love Life. Be You.