[Hiring] Customer Support Engineer @Tipalti

Role Description

We are looking for a talented Customer Support Engineer to step onto a fintech unicorn rocketship. Customer Support Engineer works directly with customers in identifying and resolving basic customer issues and needs.

In this role, you will be responsible for:

• Provide world-class service to our customers and ensure customer success post-sales.
• Provide specialized support on both technical and product issues, and also manage customer escalations.
• Lead/coordinate actions to resolve customer issues while collaborating with other teams including Customer Success, Product, and Engineering as required.
• Act as a customer advocate by sharing product feedback with engineering, product, and other internal stakeholder teams to drive the product roadmap.
• Create and contribute to the development of knowledge articles in Tipalti’s knowledge base.

Qualifications

• Proven experience of hands-on technical support experience at a SaaS company, with a focus on delivering support through live chat and email.
• Proven experience providing real-time support via live chat, including managing multiple conversations simultaneously while maintaining high service quality.
• Strong communication skills, including written, verbal, and listening.
• Detail-oriented and well-organized.
• Always learning, has a growth mindset.
• Strong creative thinking and problem-solving skills.
• Experience in working with ticketing systems such as Zendesk or any ticketing system, and Salesforce.
• Experience with NetSuite / QuickBooks or other ERP systems, and knowledge of accounting is a big plus.
• Experience with payment systems and/or working at a Fintech company – an advantage.
• Proven ability to read, debug, and understand HTML code, API calls, etc. - an advantage.

Benefits

• Competitive benefits.
• Flexible workplace.
• Career coaching.
• An environment where diverse individuals can thrive and make an impact.

Company Description

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.

• 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.
• 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.
• Our mission is to elevate how finance teams operate in the global economy.
• We work hard for our 99% customer retention rate which is built on trust, reliability, and innovation.