Customer Support Engineer Medellín, Antioquia, Colombia

We are looking for a talented Customer Support Engineer to step onto a fintech unicorn rocketship. Customer Support Engineer works directly with customers in identifying and resolving basic customer issuesand needs. Tipalti is the AI-powered platform for finance automation, elevating 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. Our platform provides a comprehensive suite of finance automation solutions designed for mid-market businesses across accounts payable, global payouts, procurement, employee expenses, corporate cards, supplier management, tax compliance, and treasury. Tipalti partners with leading financial institutions such as Citi, Wells Fargo, J.P. Morgan, and Visa, enabling over 5,000 global companies to efficiently and securely pay millions of suppliers and payees across 200+ countries and territories, in 120 currencies. 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, Tbilisi and Medellin. In this role, you will be responsible for: Provide world-class service to our customers and ensure customer success post-sales. Provide specialized support on both technical and product issues, and also manage customer escalations. Lead/coordinate actions to resolve customer issues while collaborating with other teams including Customer Success, Product, and Engineering as required. Act as a customer advocate by sharing product feedback with engineering, product, and other internal stakeholder teams to drive the product roadmap. Create and contribute to the development of knowledge articles in Tipalti’s knowledge base. About you Proven experience of hands‑on technical support experience at a SaaS company, with a focus on delivering support through live chat and email. Proven experience providing real‑time support via live chat, including managing multiple conversations simultaneously while maintaining high service quality. Strong communication skills, including written, verbal, and listening. Detail‑oriented and well‑organized. Always learning, has a growth mindset. Strong creative thinking and problem‑solving skills. Experience in working with ticketing systems such as Zendesk or any ticketing system, and Salesforce. Experience with NetSuite / QuickBooks or other ERP systems, and knowledge of accounting is a big plusli> Experience with payment systems and/or working at a Fintech company – an advantage. Proven ability to read, debug, and understand HTML code, API calls, etc. – an advantage. 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. 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 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: #J-18808-Ljbffr