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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