Support Consultant (1st line)
Support Consultant
Team: Operations - Location: Riga
Pacera unifies financial close, consolidation and FP&A into one intelligent platform. With AARO, Aico and Mercur, finance teams turn trusted data into AI-driven insight — powering robust, scalable, and smarter decision-making for the Office of the CFO.
About the role
We are seeking a responsive First Line Support Consultant to act as the first point of contact for customer queries. In this role, you will handle a high volume of support requests, managing basic issues, triaging incoming tickets, and ensuring timely escalation where required. You will play a key role in delivering reliable support for business-critical financial processes, by combining strong communication skills with a structured, process-driven approach.
What you will do
Act as the first point of contact for customers using Pacera’s financial systems
Support users working in finance processes such as financial close, consolidation, reporting and planning
Perform basic troubleshooting across SaaS/platform environments
Triage incoming tickets, prioritising effectively based on urgency and impact
Escalate more complex issues to relevant teams with clear and accurate information
Maintain strong ownership of tickets from creation through to resolution or escalation
Ensure high responsiveness and timely updates to customers
Work efficiently in a high-volume support environment
Follow established processes and support frameworks (e.g. ITIL)
Use ITSM tools (such as Jira) to manage and track support requests
What we’re looking for
2–5 years of experience in customer service or technical support roles
Basic understanding of finance processes such as financial close, consolidation or reporting is highly beneficial
Strong communication skills with a customer-first mindset
Experience using ITSM tools (e.g. Jira or similar)
Basic troubleshooting skills and familiarity with SaaS/platform environments
Understanding of ticket handling, prioritisation, and escalation processes
Awareness of ITIL or similar service management frameworks
Familiarity with key concepts such as entities, journals, and the financial close process (desirable)
Ability to work in a fast-paced, high-volume environment
Process-driven approach with strong attention to detail
Proven ability to take ownership of tickets and follow through to completion
What we offer
Private equity–backed growth journey with strong strategic direction
Competitive compensation package - base salary: 2000 EUR monthly
Strong benefits package including flex hours and wellness allowances
Hybrid working options
About Pacera
Pacera is redefining financial operations for the Office of the CFO — one unified platform for planning, financial close, consolidation and reporting, trusted by 700+ organisations and growing fast.
Our platform brings together three specialised products — Aico by Pacera, AARO by Pacera, and Mercur by Pacera — giving finance teams the accuracy, control, and confidence they need to run mission-critical operations, without compromise.
Aico automates and streamlines financial close processes
Mercur powers FP&A, budgeting, forecasting, business intelligence, and financial analytics
AARO delivers consolidation and group reporting solutions
Each product has a loyal customer base and a strong track record of growth. Built on decades of proven expertise, our platform helps finance and executive leaders automate, govern, and make faster, smarter decisions.
We're headquartered in Stockholm, with offices across Sweden, Finland, Latvia, and the UK. And we're driven by the same principles wherever we are: collaboration, continuous learning, flexibility, curiosity, and the drive to win together.
Backed by Accel-KKR, a global technology-focused investment firm, the group has ambitious growth plans driven by both organic expansion and acquisitions. We are now strengthening our operations by investing in key roles that support our platform and future scalability.
Apply now
This is a permanent, full-time position. The role will be based in the Riga.
Our process typically involves an initial conversation with our recruitment team, a hiring manager interview, and a final stage interview including a role specific task.
We warmly welcome your application.
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Please note; as part of our recruitment process, we carry out reference checks, ID verification, and background screening. All roles include a probationary period, as set out in the employment contract