• Handle user requests via phone, email, or tickets submitted through the company's support tools • Perform in-depth analysis of incidents/problems to identify root cause and implement permanent solutions • Consult technical documentation and alternative information sources; reproduce and test issues in the environment • Prepare course content and training materials and share knowledge with other team members • Be responsible for, or assist with, managing service levels agreed upon with clients

• Focused on Top Strategic customers to deliver a best-in-class after-sale service experience • Responsible for performing on-site installation, servicing and repair of complex equipment and systems • Acts as the primary contact for on-site escalations and is the primary liaison to the factory • Participates in customers’ various equipment improvements teams, ramp teams, equipment down escalation meetings, safety meetings, management reviews, bill of material audits and other focused meetings

• Provide advanced technical support for enterprise clients • Own complex P1/P2 tickets escalated from L1/L2 teams • Diagnose and resolve routing, switching, firewall, VPN, and WiFi connectivity issues • Troubleshoot AWS and Azure connectivity and configuration issues • Resolve Exchange Online, SharePoint, and Teams service issues • Investigate SIEM alerts and false positives • Mentor L1/L2 engineers on complex issues • Create and update knowledge base articles for common issues

Role Description 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. - 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. Qualifications - 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 in 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. - Non-standard work schedule involving late-hour shifts. Company Description Tipalti is transforming finance and helping the hottest companies grow and scale their global finance operations. We're also growing through a sustainable business model and looking to remove days of finance work every week so business leaders can focus on building a future-proofed, best-in-class finance operation. - World-changing businesses like Amazon, Twitch, Twitter, and Roblox use Tipalti to automate and scale their finance operations. - 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. - Tipalti: Shaping Global Finance Since 2010. - Silicon Valley Fintech Company. - 1000+ Employees Worldwide. - Global Offices in CA, London, Tel Aviv, Tbilisi, Medellin, Toronto, Vancouver and more. - 2500+ Trusted Clients including Amazon, GoDaddy, Roblox, Twitch. - $550M+ Total Funding. - Driving Financial Evolution.