Senior Support Engineer - EDI & ERP Integrations

Overview Job Title: Senior Support Engineer – EDI & ERP Integrations Location: US – Remote Reports to: Senior Manager, EDI Support Aptean is changing. Our bespoke ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3,000 employees, 50 different products, and a global client base, there’s no better time to advance your career at Aptean. GENERAL JOB SUMMARY The Senior Support Engineer – EDI & ERP Integrations is responsible for delivering advanced technical support for complex, business‑critical EDI and ERP‑integrated environments. This role serves as a Tier 2 escalation point for production incidents, system regressions, and integration failures impacting customer operations. The role operates at the intersection of customer support, professional services, engineering (R&D), and product, with primary accountability for incident ownership, thorough root cause analysis , customer communication, technical documentation , and resolution validation. The position operates primarily during US business hours and requires flexibility to collaborate closely with offshore and distributed global teams to ensure timely incident resolution and continuity of service. Key Responsibilities: Advanced Technical Support & Incident Resolution Own and resolve complex, escalated EDI and ERP integration issues impacting production environments. Investigate failures across inbound and outbound EDI transactions (including but not limited to 850, 875, 856, 810, 855, 940, 945, 944, 943). Diagnose issues spanning ERP configuration, master data, EDI mapping, transaction validation, and system behavior. Restore service and ensure business continuity for customer operations. Leverage modern tooling, including AI‑assisted analysis, automation, and diagnostic capabilities, to accelerate investigation and resolution. Root Cause Analysis & Defect Identification Perform defensible root cause analyses to determine whether issues are caused by: ERP data or configuration gaps EDI mapping or validation rules Product defects or regressions Customizations or integration logic Produce clear, structured root cause analysis documentation suitable for customers, leadership review, and engineering follow‑up. Clearly document findings and corrective actions in support cases and internal records. Cross ‑ Functional & Global Collaboration Partner with Product and Technology teams to escalate confirmed defects with clear reproduction steps, technical detail, and business impact. Collaborate with Professional Services, Product, Support Operations, and offshore engineering or support teams to align on expected system behavior and resolution strategy. Demonstrate flexibility in working across time zones and global teams while maintaining primary coverage during US business hours. Participate in post‑deployment and post‑upgrade investigations to ensure integration stability. AI ‑ Enabled Support & Continuous Improvement Demonstrate familiarity with AI concepts and tooling relevant to support operations, including AI copilots, agents, and automation frameworks. Leverage AI tools and AI‑enabled coworkers to accelerate case triage, pattern recognition, root cause analysis, and documentation. Contribute feedback on opportunities where AI can improve support efficiency, detection of recurring issues, or quality of resolution. Customer & Stakeholder Communication Act as a senior technical point of contact during escalated customer incidents. Provide clear, technically accurate explanations of issues, impacts, root causes, and resolutions to customers and internal stakeholders. Deliver structured status updates during active incidents and confirm resolution before case closure. EDI Validation & Reprocessing Validate corrected transactions through test or production reprocessing as appropriate. Confirm end‑to‑end document flow, including downstream acknowledgments and dependent transaction generation. Ensure fixes are durable and do not introduce secondary issues. Case Ownership & Technical Documentation Own support cases through the full lifecycle: intake, investigation, escalation, resolution, customer confirmation, and closure. Contribute to and maintain high‑quality technical documentation, including Knowledge base articles and Troubleshooting guides. Maintain written documentation suitable for audit, knowledge reuse, onboarding, and leadership review. Ensure accurate classification of issues (data, configuration, customization, or defect). Regression & Stability Support Investigate issues introduced during upgrades, configuration changes, or feature deployments. Support identification and documentation of regression patterns to improve future testing and release quality. Provide input into preventative measures and system improvement initiatives. Required Qualifications Technical Expertise 10+ years’ experience supporting EDI X12 transactions in production environments. Demonstrated expertise in ERP‑driven EDI integrations and data dependencies. Ability to analyze EDI errors, validation failures, and mapping outcomes. Experience supporting warehouse, logistics, invoicing, and fulfillment‑related EDI flows. Professional Skills Proven ability to independently own complex, high‑impact technical incidents. Strong written and verbal communication skills for both technical and non‑technical audiences. Ability to work effectively across engineering, services, global/offshore teams, and customer stakeholders without direct authority. High attention to detail, accountability for outcomes, and commitment to documentation quality. Comfort working with emerging technologies, including AI‑assisted tools and workflows. Preferred Qualifications 8+ years of experience with Microsoft ERP EDI integrations, especially Business Central. Experience in food & beverage, manufacturing, distribution, or supply chain EDI environments. Prior involvement in post‑upgrade validation or production stabilization efforts. Familiarity with ERP systems commonly integrated with EDI platforms. Experience using AI copilots, automation tools, or analytics platforms in a support or engineering context. Success Measures Timely resolution of escalated production incidents during US business hours. High‑quality, repeatable root cause analyses that reduce recurring issues. Clear, defensible technical documentation and customer communications. Effective collaboration with Engineering leading to durable fixes and product improvements. Productive use of AI tools to improve resolution speed, quality, and scalability. What’s in it for you? Aptean offers competitive pay and robust benefit plans along with the opportunity to grow your career in a fast-paced, flexible and casual environment, an outstanding opportunity for career development and growth. About Aptean At Aptean, our mission is to solve tomorrow’s unique challenges today with unrivaled, purpose-built software and superior customer experiences from people who care. Aptean is a global provider of mission-critical, industry-specific software solutions. Aptean’ s purpose-built ERP and supply chain management solutions help address the unique challenges facing process and discrete manufacturers, distributors and other focused organizations. Aptean’ s compliance solutions are built for companies serving specific markets such as finance, healthcare, biotech and pharmaceuticals, over 10,000 highly specialized organizations in more than 20 industries and 80 countries rely on Aptean to streamline their everyday operations.“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” –TVN Reddy Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.