12 mar
SD Solutions
Medellín
On behalf of Tipalti, SD Solutions is looking for a talented Technical Support Engineer to step onto a fintech unicorn rocketship!
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.
Responsibilities:
- 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 on Accounts Payable (AP), Procurement, and Expenses-related issues, working closely with internal operational teams to ensure seamless customer resolution.
- Diagnose and troubleshoot ERP-related technical issues, including integrations with other systems, driving robust 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.
Requirements:
- 3+ Years of Experience: Experience in roles such as Technical Support, Product Support,
or customer-facing technical roles, particularly within FinTech, SaaS, Financial Management, or Accounts Payables sectors.
- Database and Troubleshooting Experience: Proven skills with relational databases and SQL, along with proficiency in handling MongoDB for troubleshooting.
- API Integration Experience: Experience troubleshooting API integrations and familiarity with tools like Postman is an advantage.
- Workflow Understanding and Communication: Ability to understand complex workflows and effectively communicate solutions across R&D;, Product, and customer-facing teams.
- Global and Remote Collaboration: Experience working with remote team members, including those based in the U.S. and Israel, successfully collaborating across different time zones.
- Troubleshooting and Problem-Solving Skills:
Excellent analytical abilities with a strong customer-centric mindset.
- Communication Skills: Strong written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations.
- API and Data Structure Familiarity: Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus.
- Work Environment Adaptability: Experience thriving in a fast-paced environment, managing multiple priorities and customer escalations effectively.
- Remote Management Adaptability: Ability to work effectively under a manager located in the U.S. or Israel, demonstrating flexibility and accountability.
- Personal Attributes: Self-motivated, quick learner, adaptable, and an effective team player.
About the company:
It is a global payables automation platform that provides a cloud solution to scale and automate global payables operations. The startup has already raised $565M funding.
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