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.

 

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