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.

• Resolve Tier 1 and Tier 2 inquiries related to platform use, integrations, and unique customer configurations. • Triage to Tier III with all relevant information for developers (e.g. replication steps for bug, strict requirements for code work) • Gain extensive knowledge of customized & enterprise customer environments to effectively help with their tickets, bringing in relevant Thentia collaborators if necessary • Communicate (written & verbally) with customers to facilitate issue resolution • Understand customer business requirements to clarify configuration changes or to troubleshoot reported issues • Execute configuration changes on the standard platform, ensuring an expected outcome for the customer • Identify recurring challenges in the software's configuration and provide actionable insights to product and engineering teams to improve the user experience. • Maintain internal and external Knowledge Base articles, FAQs, and specialized configuration guides.

• Act as part of the Technical Assistance process, supporting repairers with vehicle technical incidents • Accurately understand, analyse, and identify vehicle problems • Verify that repairers have applied all recommended diagnostic and repair steps • Advise corrective actions and provide technical solutions where known • Ensure full case traceability using PAMIR • Respect and monitor technical assistance SLAs and lead times • Manage an average workload of 10 tickets per day, ensuring timely resolution • Communicate clearly and professionally with all stakeholders

About the Team: Our Technical Support Engineering team is the backbone of our customer success, providing expert assistance and driving efficient solutions to complex technical challenges. We're a collaborative group of problem-solvers, passionate about delivering exceptional support and fostering strong relationships with our customers. Working within a global environment, we value teamwork, innovation, and a commitment to continuous improvement. Responsibilities: - Work as the primary point of contact for all tickets in your name - Act as an escalation point for the Technical Support and Technical Account Management team - Analyze and troubleshoot incidents with a one-touch resolution mindset - Interpret customer questions on product usage and provide detailed and timely answers - Write detailed and thorough escalation notes for sending tickets to senior engineering teams - Perform routine follow-ups and ticket management via email and the case management system - Write and maintain the internal and external knowledge bases - Communicate with customers and internal parties about existing tickets and identify common patterns - Provide feedback to management about improvements to processes and procedures Minimum Qualifications: - 3+ years of professional experience in a Technical Support role within software and/or technology. - Exceptional communication skills, both written and verbal, with the ability to clearly convey complex technical concepts to diverse audiences (technical and non-technical, internal and external) in a business-to-business setting. - Proven experience in in-depth software troubleshooting, demonstrating a customer-centric approach, a strong sense of ownership, and the ability to maintain a positive and collaborative attitude within a global technical support environment - Ability to create and maintain comprehensive technical documentation, including knowledge-base articles, how-to guides, and troubleshooting guides. - Understanding of networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity, coupled with the ability to utilize system-level tools for network troubleshooting and validation of open ports. - Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments - Experience of AI - Proficient in navigating and performing basic tasks within a Linux Shell in a professional enterprise environment Preferred Qualifications: - Experience reading or writing code with a strong preference for Python. - Ability to effectively analyze application logs and data sets to extract relevant information for troubleshooting and resolving technical issues. - Ability to build cURL commands and use them as a troubleshooting tool - Experience with TLS and Certificate troubleshooting - Basic understanding of and experience with SAML - Experience with database platforms and ability to troubleshoot reading from databases - Experience with the following platforms: - MongoDB - Docker - OpenVPN #LI-MDI #Remote About Axonius: Axonius transforms cyber asset intelligence into actionability. With the Axonius Asset Cloud, customers preemptively tackle high-risk and hard-to-spot threat exposures, misconfigurations, and overspending. The integrated platform brings together data from every system in an organization’s IT infrastructure to optimize mission-critical risk, performance, and cost measures via actionable intelligence. Covering cyber assets, software, SaaS applications, identities, vulnerabilities, infrastructure, and more, Axonius is the one place to go for Security, IT, and GRC teams to continuously drive actionability across the organization. Cited as one of the fastest-growing cybersecurity startups, with accolades from CNBC, Forbes, and Fortune, Axonius supports millions of assets for leading customers across industries and around the world. Axonius makes it a priority to invest in our people with competitive compensation and benefits, growth opportunities, community-building, and so much more. Learn more about benefits at Axonius. At Axonius we support a diverse and inclusive workplace and believe in equal employment opportunity. We welcome people of different backgrounds, experiences, abilities and perspectives to apply. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, gender identity, national origin, sexual orientation, citizenship, marital status, disability, or Veteran status. By submitting your application to us, you acknowledge that your personal data will be processed in accordance with our Global Job Candidate Privacy Notice.