Customer Support Engineer

Tipalti; Medellín; Presencial; COP 42.000.000 - 70.000.000; Jornada completa

Descripción de la vacante

Tipalti is a fintech company focused on finance automation. We are seeking a Customer Support Engineer to provide world-class service and technical support to our customers after deployment.

You will handle real-time live chat and email support, manage escalations, collaborate with Customer Success, Product, and Engineering, and assist in reading/ debugging HTML code and API calls while contributing to the knowledge base to improve customer outcomes.

Formación

• Hands-on technical support experience at a SaaS company.
• Experience providing real-time support via live chat and email, handling multiple conversations.
• Strong written and verbal communication; attention to detail.
• Familiarity with Zendesk and Salesforce; ERP knowledge is a plus.

Responsabilidades

• Provide world-class service to our customers and ensure customer success post-sales.
• Provide specialized support on technical and product issues, and manage customer escalations.
• Lead/coordinate actions to resolve customer issues with cross-functional teams (Success, Product, Engineering).
• Act as a customer advocate by sharing product feedback to drive the roadmap.
• Create and contribute to knowledge articles in Tipalti’s knowledge base.

Conocimientos

Live chat support

Email support

Strong communication

Detail-oriented

Growth mindset

Problem solving

Reading HTML / API calls

Herramientas

Zendesk

Salesforce

NetSuite

QuickBooks

Descripción del empleo

Customer Support Engineer

Tipalti is a fintech company focused on finance automation. We are looking for a talented Customer Support Engineer to provide world‑class service and technical support to our customers, ensuring satisfaction and success post‑sales.

Responsibilities

• 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.

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.

Accommodations

Tipalti champions inclusive teams, in which every voice counts. We are committed to recruiting diverse candidates with varied personal experiences and abilities. We welcome applications from candidates belonging to historically under‑represented or disadvantaged groups, and maintain an equitable Talent Acquisition process that is free from discrimination. If you require reasonable adjustments or accommodations during the recruitment process, including access to alternate formats of materials, meeting spaces, or other accommodations that could better enable your full participation, please reach out to [e-mail] for assistance.

AI Use

We may use artificial intelligence and automated systems (collectively “AI”) to screen, assess, and select candidates during our recruitment process. This includes resume screening, skills assessment, and candidate matching. You have the right to request human review of any automated decision. For more information about how we collect and use personal data and information during recruitment, please refer to our Job Candidate Privacy Notice. For additional questions about our use of AI during our recruitment process, you can contact [e-mail].

Privacy

We are committed to protecting the privacy interests of job applicants and candidates. For more information about our privacy practices during our Talent Acquisition process, please refer to our Job Candidate Privacy Notice below: www.tipalti.com/privacy/job-candidate-privacy-notice/