Technical Support Engineer (hybrid office visit in Medellín)

Description

Summary: SD Solutions is seeking a Technical Support Engineer to own technical escalations, assist customers with a global financial automation platform, and collaborate with engineering and product teams to resolve complex issues. Highlights: 1. Take ownership of technical escalations and serve as central point of contact 2. Collaborate with engineering and product teams to resolve complex issues 3. Provide expert technical support on AP, Procurement, and Expenses SD Solutions is looking for a talented **Technical Support Engineer** to step onto a fintech unicorn rocketship! Company offers a hybrid format of work: (hybrid office visit \- 3 days in the office/2 remote). The office is located in Edificio Select, Cra. 29c, El Poblado, Medellín, Antioquia, Colombia. As a Technical Support Engineer, you'll take ownership of technical escalations and serve as the central point of contact for various operational teams. Your primary focus is to assist our customers in maximizing the use of our global financial automation platform, ensuring seamless business operations. Collaborate with engineering and product teams to swiftly investigate and resolve complex technical issues while delivering an exceptional customer experience. **Responsibilities:** * Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support, 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. * Provide expert technical support on Accounts Payable (AP), Procurement, and Expenses\-related issues, working closely with internal operational teams to ensure seamless customer resolution. * Diagnose and troubleshoot ERP\-related technical issues, including integrations with other systems, driving robust resolutions. **Requirements:** * 2\+ Years of Experience: 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 in 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. * API and Data Structure Familiarity: Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus. **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. Job Type: Full\-time Work Location: Hybrid remote in Medellín, Antioquia