We are looking for Customer Support Engineer with a passion for customer success. The Customer Support Engineers will be responsible for managing and troubleshooting challenging issues for Tipalti customers. This is a customer-facing role that requires not just technical and product knowledge but also soft skills to help our customers resolve their issues. As a Support Engineer, you will have an opportunity to learn new technology and the potential to expand the role as the team grows. You will be empowered to learn about our product from the ground up and how we can better serve our customers.
As a Customer Support Engineer, your responsibilities will include:
- Offering world-class service to our customers, and commitment to customer success.
- Driving and managing customer escalations.
- Coordination of cross-functional teams on escalated issues.
- Sharing product feedback with R&D and the whole Tipalti team as a customer advocate.
- Contribute to Support team projects and initiatives.
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Desired Skills & Experience:
- 2+ years of providing hands-on technical support at a SaaS company.
- Excellent written and verbal communication skills in both Hebrew and English.
- Experience in working with ticketing systems (Zendesk) and/or CRM systems (Salesforce).
- Experience with payment systems or and/or working at a Fintech company – an advantage.
- Proven ability to read, debug, and understand HTML code, API calls, etc. - an advantage.
- Multi-tasking, highly motivated team player!
- Always learning, approaches each interaction with open mind, great listener and hands-on.
- Excellent creative thinking and problem-solving skills.
Unique aspects of this role
- Travel: No overnight travel anticipated.
- Schedule:
- Normal workweek within geographic location. Sunday-Thursday 10AM - 7PM
- May require flexibility to coordinate schedules across time zones with internal teams and external customers and contacts.
- Position is a hybrid in-office/remote role with Mondays, Tuesdays and Thursdays required in-office days. For Sundays and Wednesdays, being in-office is optional.
Companies like Twitch, Twitter, GoDaddy, and Roblox entrust Tipalti to scale their business rapidly and dramatically reduce finance friction. Headquartered in San Mateo, California, we're a well-funded startup with a multi-billion dollar valuation.
But beyond the technology and impressive growth, Tipalti is fueled by a commitment to our customers. We work hard for our 98% customer retention rate built on trust and reliability. Tipalti means "We handled it," a mission our customers know we deliver consistently.
Around personal growth and wellness, Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where you can thrive and be an impact player! Our culture ensures everyone checks their egos at the door and stands ready to reach success together. We also dedicate ourselves to diversity and equal opportunity for all.
