Job Description
On behalf of Tipalti, SD Solutions is looking for a talented Senior Technical Support Engineer to step onto a fintech unicorn rocketship!
SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.
Responsibilities:
- Take full ownership of complex technical issues escalated by Onboarding, Customer Support, and Customer Success teams - covering root cause analysis, investigation, and clear resolution communication.
- Act as the voice of the customer internally, advocating for urgency and prioritization based on real business impact, and lead internal escalations with Engineering, Product, and Operations teams.
- Provide expert-level support on Accounts Payable, Procurement, and Expenses-related issues, working closely with internal operational teams to ensure seamless resolution.
- Diagnose and resolve ERP-related technical issues, (e.g., NetSuite, SAP, BC, Acumatica, QuickBooks), including data mapping, API failures, sync inconsistencies, and financial object discrepancies (vendors, invoices, payments), with a focus on durable, well-documented fixes.
- Identifying systemic gaps, improving data flows, and partnering with Engineering and Product to implement long-term fixes.
- Manage sensitive, high-touch customer escalations with professionalism and care, including dedicated Slack channels with multiple stakeholders.
- Lead incident response for critical production issues, including executive-level communication, timeline management, frequent crucial updates, and post-incident root cause analysis (RCA).
- Conduct business impact assessments to prioritize issues effectively and communicate risk to internal stakeholders and leadership.
- Proactively identify emerging issues and trends before they escalate, contributing to systemic improvements and long-term system reliability.
- Own and continuously improve the team’s Confluence knowledge base - writing, maintaining, and expanding internal documentation as a subject matter expert.
- Champion knowledge-sharing practices across the team to reduce ramp time and improve consistency.
- Mentor other engineers, providing guidance on troubleshooting methodologies, and customer communication best practices.
- Identify and implement improvements in support workflows, monitoring, and tooling to increase efficiency and reduce time-to-resolution.
Requirements:
- 5+ years of experience in Technical Support, Product Support, or customer-facing technical roles, ideally within FinTech, SaaS, Financial Management, or Accounts Payable sectors.
- Proven experience working in a global company environment, collaborating across Engineering, Product, and Operations teams.
- Strong executive and management communication skills - comfortable presenting and escalating to senior stakeholders with clarity and confidence.
- Demonstrated ability to assess and articulate business impact of technical issues.
- Solid experience with relational databases and SQL; hands-on troubleshooting with MongoDB is a plus.
- Experience troubleshooting API integrations; familiarity with Postman, REST, and SOAP is an advantage.
- Familiarity with reading XML and JSON files.
- Experience managing Confluence documentation and/or other internal knowledge bases.
- Proven ability to manage high-touch customer relationships, including executive-level communication and multi-stakeholder Slack channels.
- Comfortable working across time zones in a remote or hybrid global setup, including coordination with teams in the U.S. and Israel.
- Adaptable to non-standard schedules, including occasional late-hour shifts.
- Self-directed, highly accountable, and a strong team player who makes those around them better.
About the company:
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. The only way we can continue to support companies looking to transform their FinOps functions through our platform is with great people. 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.
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