Technical Support Engineer

Summary

Join Tipalti as a Technical Support Engineer and take ownership of technical escalations, serving as the central point of contact for various operational teams. Your main focus will be assisting customers in maximizing their use of our global financial automation platform. Collaborate with engineering and product teams to investigate and resolve complex technical issues, ensuring seamless business operations and exceptional customer experiences. Tipalti is a rapidly growing fintech company offering competitive benefits and a flexible workplace. This role involves troubleshooting payment-related issues, providing expert support on onboarding, and identifying trends to improve customer satisfaction and system reliability. You will also maintain internal documentation and contribute to knowledge sharing.

Requirements

• Professional 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
• 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 Israel, successfully collaborating across different time zones
• 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
• 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 Israel, demonstrating flexibility and accountability
• Personal Attributes: Self-motivated, quick learner, adaptable, and an effective team player

Responsibilities

• Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support, Payment Ops, 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
• Thoroughly investigate and troubleshoot complex payment-related issues, including flows, failures, and errors
• Provide expert support on onboarding issues affecting payees, including validation and server errors
• 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

Preferred Qualifications

• API Integration Experience: Experience troubleshooting API integrations and familiarity with tools like Postman is an advantage
• API and Data Structure Familiarity: Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus

Benefits

• Competitive benefits
• Flexible workplace
• Career coaching