Technical Support Engineer
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.
Why join Tipalti?
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:
- 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.
Tipalti is posting this job opening for and on behalf of SDS (Cyprus) Limited and/or SDS Tbilisi Limited, LLC (both are hereinafter referred to as “SDS”). Any potential employment and/or consulting arrangements entered into, as it relates to this job opening, will be between you and SDS. Tipalti shall not be held responsible for the information and contents contained in this job posting, or for any issues arising out of or related to this job posting.
Our Mission
Our mission is to elevate 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. We are the AI-powered platform that automates finance.
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 99% 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
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:
Job Candidate Privacy Notice | Tipalti
www.tipalti.com/privacy/job-candidate-privacy-notice/
Top Skills
What We Do
Tipalti is the only global payables automation solution to streamline all phases of the AP and payment management workflow in one holistic cloud platform. Tipalti makes it painless for accounts payable departments to manage their entire supplier payments operation. The solution addresses everything from supplier onboarding and vetting, to tax and regulatory compliance, invoice processing, payments to suppliers anywhere in the world in a wide range of payment methods and currencies, supplier payment status communications, to closing the loop with payment reconciliation and reporting. Innovative companies use Tipalti to eliminate up to 80% of their supplier payment workload, helping them scale their business efficiently with global growth, while strengthening financial and compliance controls and while enhancing the partner payment experience. Companies like GoDaddy, Houzz, Amazon Twitch, and Vimeo and hundreds of others trust Tipalti to elevate their global supplier payments operation.
