Product Technical Support Engineer

Technical Support Engineer

We are looking for a talented Technical Support Engineer to step onto a fintech unicorn rocketship!

As a Technical Support Engineer, you will take ownership of technical escalations and act as the central point of contact for various operational teams. Your primary focus is helping our customers make the best use of our global financial automation platform to conduct their business without any disruptions. Your focus will be on timely investigation and resolution of highly complex and technical issues in collaboration with the engineering and product teams while ensuring the best customer experience.

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. 

In this role, you will be responsible for:

• Provide expert technical support to our internal operational teams.
• Play a pivotal role in upholding customer trust by consistently working alongside our internal operations teams to address a diverse range of complex use cases until resolution.
• Take charge of technical escalations, acting as the primary liaison for all relevant teams.
• Thoroughly investigate and troubleshoot complex issues, including sync issues, failures, and errors.
• Conduct in-depth analysis of system logs to pinpoint the root causes of issues.
• Engage in close collaboration with cross-functional teams, including Engineering, Product, and Operations, to efficiently resolve customer problems.
• Help craft root cause analysis documents and find proactive solutions to prevent issues from reoccurring.
• Maintain internal documentation and actively engage in knowledge-sharing with fellow team members.
• Ability to comprehend complex workflows and collaborate effectively with the R&D department.
• Willingness to do night shifts sometimes 1 or 2 times a week.

About you 

• Proven experience as a Technical Support Engineer preferably in FinTech, Saas company, Financial Management, Accounts Payables, or Payments area.
• Proven experience with databases and high-level SQL queries (SSMS, MongoDB).
• Proven track record of successfully managing complex technical issues.
• Excellent troubleshooting, problem-solving, and analytical capabilities
• Excellent written and verbal communication skills.
• Multi-tasking, self-learning, highly motivated, and a 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.