Technical Support Engineer (AP Team) at Tipalti

📍 Job Overview

Job Title: Technical Support Engineer (AP Team)
Company: Tipalti
Location: Perímetro Urbano Medellín, Antioquia, Colombia
Job Type: On-site
Category: Technical Support
Date Posted: 2025-07-31
Experience Level: Mid-Level (2-5 years)
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Serve as the central point of contact for technical escalations, driving resolution for customers and internal teams. Collaborate with engineering and product teams to troubleshoot complex technical issues and enhance customer satisfaction.
Key Skills: Technical support, SQL, MongoDB, API integrations, analytical abilities, customer-centric mindset, communication skills, problem-solving, adaptability, teamwork.

📝 Enhancement Note: This role requires a strong technical background with a focus on databases and API integrations, as well as excellent communication skills to bridge the gap between customers and technical teams.

💻 Primary Responsibilities

Take Ownership of Technical Issues: Gather information, perform root cause analysis, and communicate clear resolutions for escalated technical issues.
Lead Internal Escalations: Collaborate with engineering and product teams to ensure timely responses and appropriate actions to mitigate customer impact.
Provide Expert Technical Support: Offer guidance on AP, procurement, and expenses-related issues, working closely with internal operational teams to ensure seamless customer resolution.
Diagnose and Troubleshoot ERP-related Issues: Investigate and resolve technical issues related to integrations with other systems, driving robust resolutions.
Identify Trends and Drive Improvements: Proactively identify emerging issues and contribute to long-term improvements to enhance customer satisfaction and system reliability.
Maintain Internal Documentation: Keep internal documentation up-to-date and actively contribute to knowledge-sharing across the team.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 3+ years of experience in technical support, product support, or customer-facing technical roles, particularly within FinTech, SaaS, financial management, or accounts payable sectors.

Required Skills:

Proficiency in relational databases and SQL
Experience with MongoDB for troubleshooting
Familiarity with API integrations and tools like Postman
Strong analytical abilities and customer-centric mindset
Excellent written and verbal communication skills
Ability to understand complex workflows and effectively communicate solutions across teams
Experience working with remote team members and collaborating across different time zones

Preferred Skills:

Familiarity with APIs (SOAP and REST) and reading XML and JSON files
Experience thriving in a fast-paced environment and managing multiple priorities
Ability to work effectively under a manager located in the U.S. or Israel, demonstrating flexibility and accountability
Self-motivated, quick learner, adaptable, and an effective team player

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong problem-solving skills through case studies or projects showcasing your ability to diagnose and resolve technical issues.
Highlight your experience with API integrations, database management, and troubleshooting.
Showcase your communication skills by including examples of how you've explained complex technical concepts to non-technical stakeholders.

Technical Documentation:

Provide examples of well-documented code, including comments and version control.
Include documentation on your approach to troubleshooting, root cause analysis, and resolution processes.
Demonstrate your understanding of customer-centric support by including examples of how you've gone above and beyond to ensure customer satisfaction.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Medellín, Colombia, is approximately COP 3,500,000 - COP 4,500,000 per month, depending on experience and qualifications. This estimate is based on market research and regional salary standards for mid-level technical support roles in the FinTech industry.

Benefits:

Competitive benefits package
Flexible workplace and career coaching opportunities

Working Hours: Full-time position with standard working hours, including flexibility for deployment windows and maintenance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Tipalti operates in the FinTech industry, focusing on global financial automation and payables operations.

Company Size: Tipalti is a well-funded, late-stage start-up with over 3000 global customers, making it one of the most valuable private fintech companies in the world. With a collaborative culture and a focus on quality, Tipalti offers a dynamic work environment for technical professionals.

Founded: Tipalti was founded in Israel in 2010 and is headquartered in the San Francisco Bay Area with additional offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam, and Tbilisi.

Team Structure:

The technical support team consists of experienced professionals who work closely with engineering, product, and customer success teams to ensure customer satisfaction.
The team is structured to provide 24/7 coverage, with team members based in various time zones to support customers worldwide.

Development Methodology:

Tipalti follows Agile development methodologies, with a focus on continuous improvement and customer-centric design.
The company encourages collaboration and knowledge-sharing across teams to drive innovation and enhance the customer experience.

Company Website: Tipalti

📝 Enhancement Note: Tipalti's collaborative culture and focus on customer satisfaction make it an attractive employer for technical professionals seeking to grow their careers in the FinTech industry.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level technical support position, focusing on driving customer satisfaction through effective troubleshooting and collaboration with internal teams.

Reporting Structure: The technical support engineer reports directly to the technical support manager and works closely with engineering, product, and customer success teams.

Technical Impact: In this role, you will have a direct impact on customer satisfaction by driving resolution for technical escalations and collaborating with internal teams to improve system reliability and performance.

Growth Opportunities:

Career Progression: With experience and demonstrated success, there are opportunities to advance to senior technical support roles or explore other areas within the company, such as engineering or product management.
Technical Skill Development: Tipalti offers opportunities for professional growth through training, workshops, and mentorship programs focused on emerging technologies and best practices in technical support.
Leadership Potential: As the company continues to grow, there may be opportunities to take on leadership roles within the technical support team or across other functions.

📝 Enhancement Note: Tipalti's collaborative culture and focus on customer satisfaction provide ample opportunities for technical professionals to grow their careers and make a significant impact on the company's success.

🌐 Work Environment

Office Type: Tipalti's offices are modern, collaborative workspaces designed to foster innovation and teamwork.

Office Location(s): Tipalti has offices in various locations worldwide, including Medellín, Colombia. The company encourages a flexible work environment, with opportunities for remote work and hybrid arrangements.

Workspace Context:

Collaborative Environment: Tipalti's offices are designed to encourage collaboration and knowledge-sharing, with open workspaces and dedicated team areas.
Development Tools: The technical support team has access to the latest tools and technologies to effectively troubleshoot and resolve technical issues, including relational databases, MongoDB, and API integration tools.
Cross-functional Collaboration: Technical support engineers work closely with engineering, product, and customer success teams to ensure seamless customer experiences and drive continuous improvement.

Work Schedule: Tipalti offers flexible work arrangements, with opportunities for remote work and hybrid schedules. The company encourages a healthy work-life balance and provides resources to support employee well-being.

📝 Enhancement Note: Tipalti's modern, collaborative work environment and flexible work arrangements make it an attractive employer for technical professionals seeking a dynamic and supportive workplace.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief conversation to assess your communication skills and technical background.
Technical Assessment: A hands-on assessment to evaluate your problem-solving skills, database management, and API integration experience.
Behavioral Interview: A discussion to understand your approach to customer support, collaboration, and problem-solving.
Final Interview: A conversation with the hiring manager to discuss your fit within the team and the company's culture.

Portfolio Review Tips:

Highlight your experience with API integrations, database management, and troubleshooting.
Include case studies or projects that demonstrate your ability to diagnose and resolve technical issues.
Showcase your communication skills by including examples of how you've explained complex technical concepts to non-technical stakeholders.

Technical Challenge Preparation:

Brush up on your SQL and MongoDB skills, focusing on database management and troubleshooting.
Familiarize yourself with API integration tools like Postman and be prepared to discuss your experience with SOAP and REST APIs.
Practice explaining complex technical concepts in a clear and concise manner, as you'll be expected to communicate effectively with customers and internal teams.

ATS Keywords: [Provided in the "🛠 Technology Stack & Web Infrastructure" section]

📝 Enhancement Note: Tipalti's interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit within the company. By preparing thoroughly and showcasing your relevant experience, you'll increase your chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable, as this role focuses on technical support and backend infrastructure.

Backend & Server Technologies:

Relational Databases: Experience with relational databases, such as MySQL or PostgreSQL, is required for this role.
MongoDB: Proficiency in MongoDB is essential for troubleshooting and resolving technical issues.
API Integrations: Familiarity with API integrations and tools like Postman is required for this role.

Development & DevOps Tools:

Version Control: Experience with version control systems, such as Git, is preferred for this role.
Collaboration Tools: Familiarity with collaboration tools, such as Jira or Confluence, is preferred for working with internal teams.
Monitoring Tools: Experience with monitoring tools, such as Nagios or Prometheus, is preferred for troubleshooting and resolving technical issues.

📝 Enhancement Note: Tipalti's technology stack is designed to support the company's global financial automation platform and drive seamless customer experiences. Familiarity with the required technologies and a strong problem-solving mindset are essential for success in this role.

👥 Team Culture & Values

Web Development Values:

Customer-centric: Tipalti places a strong emphasis on customer satisfaction and ensuring seamless customer experiences.
Collaborative: The company encourages collaboration and knowledge-sharing across teams to drive innovation and continuous improvement.
Quality-focused: Tipalti is committed to delivering high-quality products and services that meet the needs of its customers.
Innovative: The company fosters a culture of innovation, encouraging team members to explore new technologies and approaches to drive business growth.

Collaboration Style:

Cross-functional Integration: Technical support engineers work closely with engineering, product, and customer success teams to ensure seamless customer experiences and drive continuous improvement.
Code Review Culture: Tipalti encourages a culture of code review and knowledge-sharing to ensure high-quality products and services.
Mentoring and Knowledge-sharing: The company offers mentorship programs and encourages team members to share their expertise and learn from one another.

📝 Enhancement Note: Tipalti's collaborative culture and focus on customer satisfaction make it an attractive employer for technical professionals seeking a dynamic and supportive workplace.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Workflows: Tipalti's global financial automation platform involves complex workflows and integrations with various systems. Technical support engineers must be able to understand and effectively communicate solutions across teams.
API Integrations: Familiarity with API integrations and tools like Postman is required for this role. Technical support engineers must be able to diagnose and resolve issues related to API integrations and ensure seamless customer experiences.
Database Management: Proficiency in relational databases and MongoDB is essential for troubleshooting and resolving technical issues. Technical support engineers must be able to manage and optimize databases to ensure optimal performance.
Customer-centric Support: Tipalti places a strong emphasis on customer satisfaction. Technical support engineers must be able to understand and address customer concerns, providing clear and concise explanations of complex technical concepts.

Learning & Development Opportunities:

Technical Skill Development: Tipalti offers opportunities for professional growth through training, workshops, and mentorship programs focused on emerging technologies and best practices in technical support.
Career Progression: With experience and demonstrated success, there are opportunities to advance to senior technical support roles or explore other areas within the company, such as engineering or product management.
Leadership Potential: As the company continues to grow, there may be opportunities to take on leadership roles within the technical support team or across other functions.

📝 Enhancement Note: Tipalti's technical challenges and growth opportunities provide ample opportunities for technical professionals to develop their skills and advance their careers within the company.

💡 Interview Preparation

Technical Questions:

Database Management: Be prepared to discuss your experience with relational databases, such as MySQL or PostgreSQL, and MongoDB. You may be asked to explain your approach to database management, optimization, and troubleshooting.
API Integrations: Familiarize yourself with API integration tools like Postman and be prepared to discuss your experience with SOAP and REST APIs. You may be asked to explain your approach to diagnosing and resolving issues related to API integrations.
Problem-solving: Be prepared to discuss your problem-solving approach and provide examples of how you've diagnosed and resolved complex technical issues in the past.

Company & Culture Questions:

Customer-centric Support: Tipalti places a strong emphasis on customer satisfaction. Be prepared to discuss your approach to customer support and provide examples of how you've gone above and beyond to ensure customer satisfaction in the past.
Collaboration: Tipalti encourages a collaborative culture and knowledge-sharing across teams. Be prepared to discuss your experience working with cross-functional teams and provide examples of how you've driven collaboration and continuous improvement in the past.
Adaptability: Tipalti's global financial automation platform involves complex workflows and integrations with various systems. Be prepared to discuss your ability to adapt to new technologies and approaches and provide examples of how you've driven innovation and continuous improvement in the past.

Portfolio Presentation Strategy:

Case Studies: Highlight your experience with API integrations, database management, and troubleshooting by including case studies that demonstrate your ability to diagnose and resolve technical issues.
Customer-centric Support: Showcase your communication skills by including examples of how you've explained complex technical concepts to non-technical stakeholders and provided clear and concise explanations of technical solutions.
Problem-solving Approach: Be prepared to discuss your problem-solving approach and provide examples of how you've diagnosed and resolved complex technical issues in the past.

📝 Enhancement Note: Tipalti's interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit within the company. By preparing thoroughly and showcasing your relevant experience, you'll increase your chances of success in the interview process.

📌 Application Steps

To apply for this technical support engineer position at Tipalti:

Submit Your Application: Click the "Apply Now" button on the Tipalti job listing to submit your resume and cover letter.
Tailor Your Resume: Highlight your relevant experience with API integrations, database management, and troubleshooting. Include specific examples of how you've driven customer satisfaction and collaboration in previous roles.
Prepare Your Portfolio: Include case studies or projects that demonstrate your ability to diagnose and resolve technical issues, as well as examples of how you've provided clear and concise explanations of complex technical concepts to non-technical stakeholders.
Research the Company: Familiarize yourself with Tipalti's products, services, and company culture. Be prepared to discuss how your skills and experience align with the company's mission and values.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Engineer (AP Team)