Technical Support Engineer

Plano, TX, United States

Position Summary

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 best customer experience.

This role is a hybrid position and requires you to be in our Plano office Monday, Tuesday and Thursday.

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 stop 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

About you

Your background includes:

3+ years experience in a Technical Support role 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

Experience with API clients such as PostMan - Advantage

Your skills include:

Excellent troubleshooting, problem-solving, and analytical capabilities

Excellent written and verbal communication skills

Familiarity with API (SOAP and REST), reading XML, and JSON files– Advantage

Multi-tasking, self-learning, highly motivated, and a team player

Unique aspects of this role

Schedule:

Normal workweek business hours within geographic location and time zone

Requires flexibility to coordinate schedules across time zones with internal teams and external customers and contacts

Physical aspects:

Position is located onsite/in-office three days per week

Prolonged sitting and/or standing at workstation

Prolonged computer and/or telephone usage

Ability to hear, understand, and distinguish speech and other sounds

Visual acuity at close ranges

Our benefits package includes:

Hybrid working model that requires you to be in office Monday, Tuesday, and Thursday

Competitive salary plus company shares

Matching 401K

Medical/Dental/Vision benefits, Employee Assistance Program, life insurance, AD&D, LTD

3 weeks of paid vacation

Subsidized lunch on office days

Fresh fruit, snacks & drinks in office

Phone/internet allowance

Regular company-wide social events

Multiple ERG groups celebrating our diversity and creating an inclusive culture

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Interested in learning more about us?

Tipalti is the only company handling both global partner payments and accounts payable workflows for high-velocity companies across the entire financial operations cycle: onboarding and managing global suppliers, instituting procurement controls, streamlining invoice processing and approvals, executing payments around the world, and reconciling payables data across a multi-subsidiary finance organization. Tipalti enables companies to scale quickly by making payables strategic with operational, compliance, and financial controls. Through Tipalti, our clients can efficiently and securely pay thousands of partners and suppliers in 196 countries within minutes.

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 98% customer retention rate which is built on trust, reliability and innovation. Tipalti means we handled it" - a mission to which we are constantly committed.

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