On behalf of Tipalti, SD Solutions is looking for a talented Product 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.
As a Technical Support Engineer, you will take ownership of technical escalations and act as the central point of contact for various operational teams. Your primary focus is helping our customers make the best use of our global financial automation platform to conduct their business without any disruptions. Your focus will be on timely investigation and resolution of highly complex and technical issues in collaboration with the engineering and product teams while ensuring the best customer experience.
Responsibilities:
- Provide expert technical support to our internal operational teams.
- Play a pivotal role in upholding customer trust by consistently working alongside our internal operations teams to address a diverse range of complex use cases until resolution.
- Take charge of technical escalations, acting as the primary liaison for all relevant teams.
- Thoroughly investigate and troubleshoot complex issues, including sync issues, failures, and errors.
- Conduct in-depth analysis of system logs to pinpoint the root causes of issues.
- Engage in close collaboration with cross-functional teams, including Engineering, Product, and Operations, to efficiently resolve customer problems.
- Help craft root cause analysis documents and find proactive solutions to prevent issues from reoccurring.
- Maintain internal documentation and actively engage in knowledge-sharing with fellow team members.
- Ability to comprehend complex workflows and collaborate effectively with the R&D department.
- Willingness to do night shifts sometimes 1 or 2 times a week.
Requirements:
- 3+ years experience in a Technical Support role preferably in FinTech, Saas company, Financial Management, Accounts Payables, or Payments area.
- Proven experience with databases and high-level SQL queries (SSMS, MongoDB).
- Proven track record of successfully managing complex technical issues.
- Excellent troubleshooting, problem-solving, and analytical capabilities
- Excellent written and verbal communication skills.
- Multi-tasking, self-learning, highly motivated, and a team player.
Advantages:
- Experience with API clients such as PostMan.
- Familiarity with API (SOAP and REST), reading XML, and JSON files.
About the company:
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.
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