Technical Support Engineer - Payment & Payees

About The Job

As a Technical Support Engineer, you will take ownership of technical escalations and act as the central point of contact for various operational teams. Your primary focus is helping our customers make the best use of our global financial automation platform to conduct their business without any disruptions. Your focus will be on timely investigation and resolution of highly complex and technical issues in collaboration with the engineering and product teams while ensuring the best customer experience.

What You’ll Do

• Provide expert technical support to our internal operational teams, specifically addressing payment-related issues.
• Play a pivotal role in upholding customer trust by consistently working alongside our internal operations teams to address a diverse range of complex use cases until resolution.
• Take charge of technical escalations, acting as the primary liaison for all relevant teams.
• Thoroughly investigate and troubleshoot complex payment-related issues, including flows, failures, and errors.
• Conduct in-depth analysis of system logs to pinpoint the root causes of issues.
• Engage in close collaboration with cross-functional teams, including Engineering, Product, and Operations, to efficiently resolve customer problems.
• Help craft root cause analysis documents and find proactive solutions to stop issues from reoccurring
• In this role, you may need to engage with senior leaders, including Directors, VPs, and C-level executives, when payment technical issues are escalated to this level.
• Maintain internal documentation and actively engage in knowledge-sharing with fellow team members.
• Ability to comprehend complex workflows and collaborate effectively with the R&D department.
  
  

What You’ll Need

• Your background includes:
• 3 years experience in a Technical Support role preferably in FinTech, Financial Management, Accounts Payables, or Payments area
• Proven experience with databases and high-level SQL queries (SSMS, MongoDB)
• Proven track record of successfully managing complex technical issues Experience with API clients such as PostMan - Advantage
• Familiarity working with electronic bank transfers - Advantage
• Your skills include:
• Excellent troubleshooting, problem-solving, and analytical capabilities
• Excellent written and verbal communication skills
• Familiarity with API (SOAP and REST), reading XML, and JSON files– Advantage
• Multi-tasking, self-learning, highly motivated, and a team player
  

Unique aspects of this role

• Schedule:
• Working in shifts - Night shifts will be done remotely
• Requires flexibility to coordinate schedules across time zones with internal teams and external customers and contacts
• Physical aspects:
• The position is located onsite/in-office three days per week
• Prolonged sitting and/or standing at the workstation
• Prolonged computer and/or telephone usage
• Ability to hear, understand, and distinguish speech and other sounds
• Visual acuity at close ranges
  

Companies like Twitch, Twitter, GoDaddy, and Roblox entrust Tipalti to scale their business rapidly and dramatically reduce finance friction. Headquartered in San Mateo, California, we're a well-funded startup with a multi-billion dollar valuation.

But beyond the technology and impressive growth, Tipalti is fueled by a commitment to our customers. We work hard for our 98% customer retention rate built on trust and reliability. Tipalti means "We handled it," a mission our customers know we deliver consistently.

Around personal growth and wellness, Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where you can thrive and be an impact player! Our culture ensures everyone checks their egos at the door and stands ready to reach success together. We also dedicate ourselves to diversity and equal opportunity for all.

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