About WPP WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com. The opportunity: What you’ll be doing: What we want from you: If you know some of this even better: What we can offer you: Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are. Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage. We lead with Heart, fostering empathy and trust where genuine connections and human-centric work flourish. We empower your Brains for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges. And we champion Courage, inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday. AT VML MAP: A leader in personalized customer experiences: VML MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM. With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric. Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities. A global network: We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences. WPP (VML MAP) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers. For more information, please visit our website, and follow VML MAP on our social channels via Instagram, LinkedIn and X. When you click “Apply now” below, your information is sent to VML MAP. To learn more about how we process your personal data during when you apply for a role with us, on how you can update your information or have the information removed please read our Privacy policy. California residents should read our California Recruitment Privacy Notice.

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