Technical Support Engineer

hace 3 días

Medellín, Antioquia, Colombia Tipalti A tiempo completo

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.

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.

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 on Accounts Payable (AP), Procurement, and Expenses-related issues, working closely with internal operational teams to ensure seamless customer resolution.
  • Diagnose and troubleshoot ERP-related technical issues, including integrations with other systems, driving robust 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.
  • Proven skills with relational databases and SQL, along with proficiency in handling MongoDB for troubleshooting.
  • Experience troubleshooting API integrations and familiarity with tools like Postman is an advantage.
  • Ability to understand complex workflows and effectively communicate solutions across R&D, Product, and customer-facing teams.
  • Experience working with remote team members, including those based in the U.S. and Israel, successfully collaborating across different time zones.
  • Excellent analytical abilities with a strong customer-centric mindset.
  • Strong written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations.
  • Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus.
  • Experience thriving in a fast-paced environment, managing multiple priorities and customer escalations effectively.
  • Ability to work effectively under a manager located in the U.S. or Israel, demonstrating flexibility and accountability.
  • Self-motivated, quick learner, adaptable, and an effective team player.

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 for assistance.

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 below:

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