Customer Support Engineer

Job Description

<p><h3>Customer Support Engineer</h3>
<p>Tipalti is hiring a <b>Customer Support Engineer</b> to help customers resolve technical and product issues while ensuring post‑sales success. You will manage escalations, collaborate with Customer Success, Product, and Engineering teams, and act as a customer advocate by sharing feedback to influence the product roadmap.</p>
<p>You will also contribute to Tipalti’s knowledge base, helping deliver world‑class support and drive long‑term customer satisfaction.</p>
<h3>In This Role, You Will Be Responsible For</h3>
<ul>
<li>Provide world‑class service to our customers and ensure customer success post sales.</li>
<li>Provide specialized support on both technical and product issues, and manage customer escalations.</li>
<li>Lead/coordinate actions to resolve customer issues while collaborating with other teams including Customer Success, Product, and Engineering as required.</li>
<li>Act as a customer advocate by sharing product feedback with engineering, product, and the other internal stakeholder teams to drive product roadmap.</li>
<li>Create and contribute to the development of knowledge articles in Tipalti’s knowledge base.</li>
</ul>
<h3>About You</h3>
<ul>
<li>2+ years of hands‑on technical support experience at a SaaS company, focusing on email, live chat, and phone.</li>
<li>Proven experience managing multiple tickets while maintaining high service quality (CSAT).</li>
<li>Experience with troubleshooting integration, data sync, and application‑related issues.</li>
<li>Strong communication skills, including written, verbal and listening.</li>
<li>Detail‑oriented and well organized.</li>
<li>Always learning, has a growth mindset.</li>
<li>Strong creative thinking and problem‑solving skills.</li>
<li>Experience in working with ticketing systems such as Zendesk and Salesforce.</li>
<li>Experience with NetSuite / QuickBooks or other ERP systems; knowledge of accounting is a big plus.</li>
<li>Experience with payment systems and/or working at a Fintech company – an advantage.</li>
<li>Proven ability to read, debug, and understand HTML code, API calls, etc. – an advantage.</li>
</ul>
<h3>Our Benefits Package Includes</h3>
<ul>
<li>Hybrid working model – office Monday, Tuesday, and Thursday.</li>
<li>Competitive salary and stock options.</li>
<li>Matching RRSP.</li>
<li>Extended benefits, Employee Assistance Program, life insurance, AD&D, LTD.</li>
<li>Maternity, paternity, and fertility treatment benefits.</li>
<li>15 days of PTO.</li>
<li>Subsidised lunch on office days.</li>
<li>Fresh fruit, snacks & drinks in office.</li>
<li>Dog‑friendly office.</li>
<li>Conveniently located close to transit.</li>
<li>Phone/internet allowance.</li>
<li>Regular company‑wide social events.</li>
<li>Multiple ERG groups celebrating diversity and creating an inclusive culture.</li>
</ul>
<p>Anticipated base pay rate for this position: $70,000–$80,000 CAD.</p>
<h3>Our Mission</h3>
<p>Our mission is to elevate how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency.</p>
<h3>Accommodations</h3>
<p>Tipalti champions inclusive teams. We welcome applications from candidates belonging to historically under‑represented or disadvantaged groups and maintain an equitable Talent Acquisition process that is free from discrimination. Should you require reasonable adjustments or accommodations during the recruitment process, please reach out to hr@tipalti.com.</p>
<h3>AI Use</h3>
<p>We may use artificial intelligence and automated systems (“AI”) to screen, assess, and select candidates during our recruitment process. You have the right to request human review of any automated decision. For more information about how we collect and use personal data, refer to our Job Candidate Privacy Notice at https://www.tipalti.com/privacy/job-candidate-privacy-notice/.</p>
<h3>Privacy</h3>
<p>We are committed to protecting the privacy interests of job applicants and candidates. For more information about our privacy practices during our Talent Acquisition process, refer to our Job Candidate Privacy Notice at https://www.tipalti.com/privacy/job-candidate-privacy-notice/.</p>
<h3>Job Details</h3>
<p>Seniority level: Entry level</p>
<p>Employment type: Full‑time</p>
<p>Job function: Information Technology</p>
</p>
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