Senior Technical Support Engineer (Payments team)

Senior Technical Support Engineer

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

Why join Tipalti?

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. Our platform provides a comprehensive suite of finance automation solutions designed for mid-market businesses across accounts payable, global payouts, procurement, employee expenses, corporate cards, supplier management, tax compliance, and treasury. 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.

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. 

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.

In this role, you will be responsible for:

• Take full ownership of complex technical issues escalated by Onboarding, Customer Support, and Customer Success teams - covering root cause analysis, investigation, and clear resolution communication.
• Act as the voice of the customer internally, advocating for urgency and prioritization based on real business impact, and lead internal escalations with Engineering, Product, and Operations teams.
• Provide expert-level support on Accounts Payable, Procurement, and Expenses-related issues, working closely with internal operational teams to ensure seamless resolution.
• Diagnose and resolve ERP-related technical issues, (e.g., NetSuite, SAP, BC, Acumatica, QuickBooks), including data mapping, API failures, sync inconsistencies, and financial object discrepancies (vendors, invoices, payments), with a focus on durable, well-documented fixes.
• Identifying systemic gaps, improving data flows, and partnering with Engineering and Product to implement long-term fixes.
• Manage sensitive, high-touch customer escalations with professionalism and care, including dedicated Slack channels with multiple stakeholders.
• Lead incident response for critical production issues, including executive-level communication, timeline management, frequent crucial updates, and post-incident root cause analysis (RCA).
• Conduct business impact assessments to prioritize issues effectively and communicate risk to internal stakeholders and leadership.
• Proactively identify emerging issues and trends before they escalate, contributing to systemic improvements and long-term system reliability.
• Own and continuously improve the team’s Confluence knowledge base - writing, maintaining, and expanding internal documentation as a subject matter expert.
• Champion knowledge-sharing practices across the team to reduce ramp time and improve consistency.
• Mentor other engineers, providing guidance on troubleshooting methodologies, and customer communication best practices.
• Identify and implement improvements in support workflows, monitoring, and tooling to increase efficiency and reduce time-to-resolution.

About you 

• Exensive experience in Technical Support, Product Support, or customer-facing technical roles, ideally within FinTech, SaaS, Financial Management, or Accounts Payable sectors.
• Proven experience working in a global company environment, collaborating across Engineering, Product, and Operations teams.
• Strong executive and management communication skills - comfortable presenting and escalating to senior stakeholders with clarity and confidence.
• Demonstrated ability to assess and articulate business impact of technical issues.
• Solid experience with relational databases and SQL; hands-on troubleshooting with MongoDB is a plus.
• Experience troubleshooting API integrations; familiarity with Postman, REST, and SOAP is an advantage.
• Familiarity with reading XML and JSON files.
• Experience managing Confluence documentation and/or other internal knowledge bases.
• Proven ability to manage high-touch customer relationships, including executive-level communication and multi-stakeholder Slack channels.
• Comfortable working across time zones in a remote or hybrid global setup, including coordination with teams in the U.S. and Israel.
• Adaptable to non-standard schedules, including occasional late-hour shifts.
• Self-directed, highly accountable, and a strong team player who makes those around them better.

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.