Technical Support Engineer

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 AP/Procurement/Expenses 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 issues, including sync issues, 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
• 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 or Product Support role preferably in FinTech, Saas company, Financial Management, Accounts Payables, Expenses, or Procurement 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.
• 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:
• Normal workweek business hours within geographic location and time zone
• Requires flexibility to coordinate schedules across time zones with internal teams and external customers and contacts.
  

Interested in learning more about us?

Tipalti is the only company handling both global partner payments and accounts payable workflows for high-velocity companies across the entire financial operations cycle: onboarding and managing global suppliers, instituting procurement controls, streamlining invoice processing and approvals, executing payments around the world, and reconciling payables data across a multi-subsidiary finance organization. Tipalti enables companies to scale quickly by making payables strategic with operational, compliance, and financial controls. Through Tipalti, our clients can efficiently and securely pay thousands of partners and suppliers in 196 countries within minutes.

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 98% 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.

Privacy

About

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Job Candidate Privacy Notice | Tipalti

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