Technical Support Engineer

Technical Support Engineer

About the job

As a Technical Support Engineer, you'll take ownership of technical escalations and serve as the central point of contact for various operational teams. Your primary focus is to assist our customers in maximizing the use of our global financial automation platform, ensuring seamless business operations. Collaborate with engineering and product teams to swiftly investigate and resolve complex technical issues while delivering an exceptional customer experience.

In this role, you will be responsible for:

Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support and Customer Success teams, ensuring a seamless troubleshooting process - including information gathering, root cause analysis, and clear resolution communication.
Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact.
Provide expert technical support across Payments, Payees, and Cards domains, including complex payment workflows and payment provider integrations, while working closely with internal operational and Engineering teams to ensure seamless customer resolution.
Diagnose and troubleshoot high-impact payment issues, including payment lifecycle discrepancies, provider-related failures, cutoff-related delays, transaction status issues, and payment processing escalations, driving robust and customer-focused resolutions.
Work closely with team leadership to identify emerging issues before they become widespread, contributing to proactive risk mitigation.
Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability.
Maintain internal documentation and actively contribute to knowledge-sharing across the team.

About you:

3+ Years of Experience: Experience in roles such as Technical Support, Product Support, or customer-facing technical roles, particularly within FinTech, SaaS, Financial Management, or Accounts Payables sectors.
Database and Troubleshooting Experience: Proven skills with relational databases and SQL, along with proficiency in handling MongoDB for troubleshooting.
API Integration Experience: Experience troubleshooting API integrations and familiarity with tools like Postman is an advantage.
Workflow Understanding and Communication: Ability to understand complex workflows and effectively communicate solutions across R&D, Product, and customer-facing teams.
Global and Remote Collaboration: Experience working with remote team members, including those based in the U.S. and Colombia, successfully collaborating across different time zones.

Required Skills:

Troubleshooting and Problem-Solving Skills: Excellent analytical abilities with a strong customer-centric mindset.
Communication Skills: Strong written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations.
API and Data Structure Familiarity: Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus.
Work Environment Adaptability: Experience thriving in a fast-paced environment, managing multiple priorities and customer escalations effectively.
Remote Management Adaptability: Ability to work effectively under a manager located in the U.S. or Colombia, demonstrating flexibility and accountability.
Personal Attributes: Self-motivated, quick learner, adaptable, and an effective team player.

Unique aspects of this role

Schedule:
Normal workweek business hours within geographic location and time zone, collaborating with our teams in the U.S and Colombia.
Requires flexibility to coordinate schedules across time zones with internal teams and external customers and contacts, including participation in on-call rotations and occasional off-hours, weekend, and holiday coverage when needed.

Why join Tipalti?

Tipalti is one of the world’s fastest-growing fintech companies. We free finance professionals to lead by modernizing the entire payables operation. We are a well-funded, late-stage start-up backed by high-profile investors. Our 2021 Series F funding round raised $270 million, valuing us at over $8.3 billion. With total funding of just over $550 million, and with more than 3000 global customers, Tipalti is one of the most valuable private fintech companies in the world.

At Tipalti, we pride ourselves on our collaborative culture, the quality of our product and the capabilities of our people. Tipaltians are passionate about the work they do, and keen to get the job done. Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together.

Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam and Tbilisi.

About Our Tel Aviv Offices:

Hybrid Work Model - Tipalti offers a hybrid work model, with two days per week working from home and three days per week from our beautiful offices in North Tel Aviv.

Shuttle Services - Shuttle services are available from the nearest train station and across Tel Aviv to the office.

Parking - Parking is available for all employees.

Snacks & Treats - Enjoy a selection of snacks and treats available on every floor.

#LI-hybrid

Our Mission

Our mission is to elevate how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. We are the AI-powered platform that automates finance.

Tipalti is fueled by a commitment to our customers and a desire to build lasting connections. Our client portfolio includes high-velocity businesses such as Amazon Twitch, GoDaddy, Roku, WordPress.com, and ZipRecruiter. We work hard for our 99% customer retention rate which is built on trust, reliability and innovation. Tipalti means we handled it" - a mission to which we are constantly committed.

Accommodations
Tipalti champions inclusive teams, in which every voice counts. We are committed to recruiting diverse candidates with varied personal experiences and abilities. We welcome applications from candidates belonging to historically underrepresented or disadvantaged groups, and maintain an equitable Talent Acquisition process that is free from discrimination.

As an equal opportunities employer, Tipalti complies with employment and human rights laws across the various jurisdictions in which we operate. Should you require reasonable adjustments or accommodations during the recruitment process, including access to alternate formats of materials, meeting spaces, or other accommodations that could better enable your full participation, please reach out to [email protected] for assistance.

AI Use
We may use artificial intelligence and automated systems (collectively "AI") to screen, assess, and select candidates during our recruitment process. This includes resume screening, skills assessment, and candidate matching. You have the right to request human review of any automated decision. For more information about how we collect and use personal data and information during recruitment, please refer to our Job Candidate Privacy Notice. For additional questions about our use of AI during our recruitment process, you can contact [email protected].

Privacy
We are committed to protecting the privacy interests of job applicants and candidates. For more information about our privacy practices during our Talent Acquisition process, please refer to our Job Candidate Privacy Notice

Job Candidate Privacy Notice | Tipalti

www.tipalti.com/privacy/job-candidate-privacy-notice/