Tipalti
FinTech
TechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Engineer at Tipalti. Skills: Technical Support, Troubleshooting, API Integrations, SQL, MongoDB, Customer Resolution. 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”
What You'll Achieve.
Ensuring a seamless troubleshooting process; Ensuring a timely response and appropriate actions to mitigate customer impact; Ensuring seamless customer resolution; Driving robust and customer-focused resolutions; Contributing to proactive risk mitigation; Enhance customer satisfaction and system reliability; Achieve 99% customer retention rate
Industry & Context.
Troubleshooting; Root cause analysis; Diagnose and troubleshoot high-impact payment issues; Excellent analytical abilities
Requires flexibility to coordinate schedules across time zones with internal teams and external customers and contacts, including participation in on-call rotations and occasional off-hours, weekend, and holiday coverage when needed.
What They're Looking For.
Must Have
3+ Years of 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, Proficiency in handling MongoDB for troubleshooting., Experience troubleshooting API integrations, Ability to understand complex workflows, 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 Colombia, successfully collaborating across different time zones., Excellent analytical abilities with a customer-centric mindset., Written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations., 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 Colombia, demonstrating flexibility and accountability., Self-motivated, quick learner, adaptable, and an effective team player.
Nice to Have
Familiarity with tools like Postman is an advantage., Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus.
What You'll Do.
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
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 across Payments
including complex payment workflows and payment provider integrations
while working closely with internal operational and Engineering teams to ensure seamless customer resolution.
Diagnose and troubleshoot high-impact payment issues
including payment lifecycle discrepancies
provider-related failures
cutoff-related delays
transaction status issues
and payment processing escalations
driving robust and customer-focused 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.
How You'll Work.
Team & Collaboration
Collaborate with engineering and product teams to swiftly investigate and resolve complex technical issues while delivering an exceptional customer experience.; Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact.; Working closely with internal operational and Engineering teams to ensure seamless customer resolution.; Work closely with team leadership to identify emerging issues before they become widespread, contributing to proactive risk mitigation.; Actively contribute to knowledge-sharing across the team.; Successfully collaborating across different time zones.; Ability to work effectively under a manager located in the U. S. or Colombia, demonstrating flexibility and accountability.; Stand ready to reach for success together.
Communication Scope
Clear resolution communication; Effectively communicate solutions across R&D, Product, and customer-facing teams; Written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations.
Full Job Description
Technical Support Engineer About the job 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. 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 across Payments, Payees, and Cards domains, including complex payment workflows and payment provider integrations, while working closely with internal operational and Engineering teams to ensure seamless customer resolution. Diagnose and troubleshoot high-impact payment issues, including payment lifecycle discrepancies, provider-related failures, cutoff-related delays, transaction status issues, and payment processing escalations, driving robust and customer-focused 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, Fina
Applying for this Technical Support Engineer role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Tipalti?
Real rants from real employees. Read before you apply.