Technical Support Engineer - Hybrid work in Medellín

Descripción de la oferta

Hello, all! For our key Client Tipalti, SD Solutions is looking for a Technical Support Engineer who wants to step onto a fintech unicorn rocketship.
Tipalti is a financial technology company headquartered in Foster City, California. Tipalti enables businesses to streamline global payments, improve financial workflows, and ensure compliance.

What do we offer?

-Occasional global travel.
-2-month trial period.
-Employment type - Contrato a Termino Indefinido.
-Hybrid office visit - 3 days in the office (Mon, Tue, Thu) / 2 remote (Wed, Fri).
-Lunch coverage on the days in the office.
In this job description, we are answering all your questions before you even ask them! There is information about a product, technologies, team, and more.

What will you do with us?

-Take full ownership of technical issues escalated by the Onboarding -Managers, Customer Support, Payment Ops, and Customer Success teams, ensuring a seamless troubleshooting process - including information gathering, root cause analysis, and clear resolution communication.
-Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact.
-Thoroughly investigate and troubleshoot complex payment-related issues, including flows, failures, and errors.
-Provide expert support on onboarding issues affecting payees, including validation and server errors.
-Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability.
-Maintain internal documentation and actively contribute to knowledge-sharing across the team.

What hard skills do we need?

-Professional Experience in roles such as Technical Support, Product Support, or customer-facing technical roles, particularly within FinTech, SaaS, -Financial Management, or Accounts Payables sectors.
Database and Troubleshooting Experience: Proven skills with relational databases and SQL, along with proficiency in handling MongoDB for troubleshooting.
-API Integration Experience: Experience troubleshooting API integrations and familiarity with tools like Postman is an advantage.
-Workflow Understanding and Communication: Ability to understand complex workflows and effectively communicate solutions across R&D, Product, and customer-facing teams.
-Global and Remote Collaboration: Experience working with remote team members, including those based in the U.S. and Israel, successfully collaborating across different time zones.
-Troubleshooting and Problem-Solving Skills: Excellent analytical abilities with a strong customer-centric mindset.
-Communication Skills: Strong written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations.
-API and Data Structure Familiarity: Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus.
-Work Environment Adaptability: Experience thriving in a fast-paced environment, managing multiple priorities and customer escalations effectively.
-Remote Management Adaptability: Ability to work effectively under a manager located in the U.S. or Israel, demonstrating flexibility and accountability.
-Personal Attributes: Self-motivated, quick learner, adaptable, and an effective team player.

SD Solutions is a staffing company operating worldwide.

Requerimientos

• Educación mínima: Universidad / Carrera Profesional
• 2 años de experiencia
• Idiomas: Inglés
• Conocimientos: SQL Server, Python, MongoDB

Aptitudes asociadas a esta ofertaNuevo

Palabras clave: apoyo, support, soporte, ingeniero, engineers, ingeniera, ing, engineer

13 de junio (actualizada)

Acerca de SDS (Cyprus) Limited

SD Solutions is a Scaling Partner focused on talent management, consulting and end-to-end staffing services, providing tech companies with strategic solutions for global growth needs.