Customer Support Engineer
Tipalti is seeking a Customer Support Engineer to join our dynamic team dedicated to delivering exceptional service to our clients. As a key member of the support team, you will play a crucial role in ensuring customer success post-sales by addressing technical and product-related inquiries. Tipalti is a leading AI-powered platform for finance automation, empowering businesses to streamline their financial operations on a global scale.
In this role, you will be responsible for providing specialized support on both technical and product issues, managing customer escalations, and coordinating with cross-functional teams such as Customer Success, Product, and Engineering to resolve customer concerns. Additionally, you will act as a customer advocate by sharing product feedback with internal stakeholders to influence the product roadmap and contribute to the development of knowledge articles in Tipalti’s knowledge base.
The ideal candidate will have over two years of hands-on technical support experience at a SaaS company, with a focus on delivering support through email, live chat, and phone. Strong communication skills, both written and verbal, are essential, along with a detail-oriented and organized approach to managing multiple tickets while maintaining high service quality. Experience with troubleshooting integration, data synchronization, and application-related issues is highly desirable. Familiarity with ticketing systems such as Zendesk or Salesforce, as well as experience with ERP systems like NetSuite or QuickBooks, is advantageous. Knowledge of accounting principles and experience in the fintech industry are considered pluses.
Tipalti offers a competitive benefits package, including a hybrid working model requiring in-office presence on Monday, Tuesday, and Thursday, competitive salary and stock options, matching RRSP, extended benefits, and a flexible workplace environment. Additional perks include subsidized lunch on office days, fresh fruit, snacks, and drinks in the office, a dog-friendly office, and regular company-wide social events.
At Tipalti, we pride ourselves on our collaborative culture, the quality of our product, and the capabilities of our people. We offer career coaching and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together.