Technical Support Engineer at Tipalti

📍 Job Overview

Job Title: Technical Support Engineer
Company: Tipalti
Location: Tbilisi, Georgia
Job Type: On-site
Category: Technical Support & Customer Success
Date Posted: July 23, 2025
Experience Level: Mid-level (2-5 years)
Remote Status: On-site (Remote OK for some roles)

🚀 Role Summary

📝 Enhancement Note: This role focuses on technical issue resolution, customer support, and collaboration with internal teams to ensure seamless business operations using Tipalti's global financial automation platform.
Serve as the central point of contact for various operational teams, taking ownership of technical escalations and driving exceptional customer experiences.
Collaborate with engineering and product teams to investigate and resolve complex technical issues swiftly.
Maximize customer use of the Tipalti platform by providing expert technical support on app and card-related issues, as well as ERP integrations.

💻 Primary Responsibilities

📝 Enhancement Note: The primary responsibilities revolve around issue resolution, customer support, and internal team collaboration to ensure optimal platform usage and customer satisfaction.
Take full ownership of technical issues escalated by other teams, ensuring a seamless troubleshooting process.
Lead internal escalations with engineering and product teams to ensure timely responses and appropriate actions to mitigate customer impact.
Provide expert technical support on app and card-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.
Work closely with team leadership to identify emerging issues before they become widespread, contributing to proactive risk mitigation.
Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability.
Maintain internal documentation and actively contribute to knowledge-sharing across the team.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field.

Experience: Proven experience (2-5 years) in technical support, product support, or customer-facing technical roles, preferably within FinTech, SaaS, Financial Management, or Accounts Payables sectors.

Required Skills:

Database and troubleshooting experience with relational databases and SQL, along with proficiency in handling MongoDB for troubleshooting.
API integration experience, with familiarity with tools like Postman.
Workflow understanding and communication skills to understand complex workflows and effectively communicate solutions across various teams.
Global and remote collaboration experience, working with remote team members across different time zones.
Strong troubleshooting and problem-solving skills with a customer-centric mindset.
Excellent written and verbal communication skills, with the ability to translate complex technical issues into clear, customer-friendly explanations.
Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus.
Experience thriving in a fast-paced environment, managing multiple priorities and customer escalations effectively.
Ability to work effectively under a manager located in the U.S. or Israel, demonstrating flexibility and accountability.

Preferred Skills:

Experience with ERP systems and integrations.
Familiarity with financial management processes and workflows.
Knowledge of the accounts payable process and related systems.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong track record of successfully resolving technical issues in a customer-facing role.
Showcase examples of complex technical issues you've resolved, highlighting your problem-solving skills and customer-centric approach.
Provide evidence of your ability to collaborate effectively with internal teams to drive issue resolution and improve customer satisfaction.

Technical Documentation:

Prepare a document outlining your experience with database management, API integration, and troubleshooting, highlighting your approach to resolving complex technical issues.
Include examples of your communication skills, demonstrating your ability to explain technical concepts clearly and effectively to both technical and non-technical stakeholders.

💵 Compensation & Benefits

Salary Range: The estimated salary range for this role in Tbilisi, Georgia is GEL 2,500 - 4,000 per month, based on local market standards and experience level. This is an estimate, and the actual salary may vary based on the company's internal compensation structure and the candidate's qualifications.

Benefits:

Competitive benefits package, including health insurance and retirement plans.
Flexible workplace with a focus on work-life balance.
Career coaching and development opportunities.

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

📝 Enhancement Note: The salary range provided is an estimate based on local market standards and experience level. Tipalti offers a competitive benefits package and a flexible workplace to attract and retain top talent.

🎯 Team & Company Context

🏢 Company Culture

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

Company Size: Medium-sized company with over 3000 global customers, making it one of the most valuable private fintech companies in the world.

Founded: 2010, with headquarters in the San Francisco Bay Area (Foster City) and offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam, and Tbilisi.

Team Structure:

The technical support team consists of experienced professionals responsible for resolving technical issues and ensuring customer satisfaction.
The team works closely with engineering and product teams to investigate and resolve complex technical issues.
The team is part of the broader customer success organization, which focuses on driving customer satisfaction and retention.

Development Methodology:

Tipalti follows Agile methodologies, with a focus on continuous improvement and customer-centric development.
The company emphasizes collaboration, cross-functional teamwork, and regular communication to ensure seamless issue resolution and customer support.

Company Website: Tipalti

📝 Enhancement Note: Tipalti's company culture emphasizes collaboration, customer-centricity, and continuous improvement, with a focus on driving customer satisfaction and retention in the FinTech industry.

📈 Career & Growth Analysis

Technical Support Engineer Career Level: Mid-level role responsible for resolving technical issues, collaborating with internal teams, and driving customer satisfaction. This role offers opportunities for growth into senior technical support roles, team leadership, or related technical positions within the company.

Reporting Structure: The Technical Support Engineer reports directly to the Technical Support Manager, who is part of the broader customer success organization.

Technical Impact: This role has a significant impact on customer satisfaction, platform usage, and overall business operations. The Technical Support Engineer's ability to resolve technical issues promptly and effectively ensures seamless business operations and maximizes customer use of the Tipalti platform.

Growth Opportunities:

Senior Technical Support Engineer: Proven expertise in technical issue resolution, customer support, and internal team collaboration can lead to a promotion to a senior role, focusing on more complex issues and team leadership.
Team Lead/Manager: Demonstrated leadership skills and a strong track record of driving customer satisfaction and team success can open opportunities for team lead or management roles within the technical support organization.
Related Technical Roles: Experience and expertise in technical issue resolution can provide a strong foundation for transitioning into related technical roles within the company, such as software engineering or quality assurance.

📝 Enhancement Note: Tipalti offers growth opportunities for Technical Support Engineers to advance their careers within the technical support organization or transition into related technical roles within the company.

🌐 Work Environment

Office Type: Tipalti's Tbilisi office is a modern, collaborative workspace designed to facilitate team interaction and communication.

Office Location(s): Tbilisi, Georgia

Workspace Context:

The office features open-plan workspaces, encouraging collaboration and communication among team members.
Each workstation is equipped with multiple monitors and testing devices to ensure optimal productivity and issue resolution.
The office is located in a convenient area with easy access to public transportation and nearby amenities.

Work Schedule: Standard working hours with flexibility for deployment windows, maintenance, and project deadlines as needed.

📝 Enhancement Note: Tipalti's Tbilisi office offers a modern, collaborative workspace designed to facilitate team interaction and communication, with a focus on driving customer satisfaction and technical issue resolution.

📄 Application & Technical Interview Process

Interview Process:

Technical Assessment: A hands-on technical assessment focused on database management, API integration, and troubleshooting skills. Candidates will be required to demonstrate their ability to resolve complex technical issues and provide clear, customer-friendly explanations.
Behavioral Interview: A structured behavioral interview focused on problem-solving, communication, and customer-centric skills. Candidates will be asked to provide examples of their experience resolving technical issues and working with internal teams to drive issue resolution.
Final Evaluation: A final evaluation focusing on cultural fit, career aspirations, and long-term potential within the company.

Portfolio Review Tips:

Highlight your experience with database management, API integration, and troubleshooting, providing specific examples of complex technical issues you've resolved.
Include customer testimonials or feedback demonstrating your ability to provide exceptional customer support and drive customer satisfaction.
Showcase your communication skills by providing clear, concise explanations of technical concepts and your approach to resolving complex technical issues.

Technical Challenge Preparation:

Familiarize yourself with Tipalti's global financial automation platform and its key features.
Brush up on your database management, API integration, and troubleshooting skills, focusing on real-world scenarios and hands-on exercises.
Prepare for behavioral interview questions by reflecting on your experience resolving technical issues and working with internal teams to drive issue resolution.

ATS Keywords:

Technical Support
Troubleshooting
SQL
MongoDB
API Integration
Postman
Communication Skills
Analytical Abilities
Customer-Centric Mindset
Workflow Understanding
Remote Collaboration
Problem-Solving
Adaptability
Team Player
ERP Systems
Financial Management Processes
Accounts Payable Process

📝 Enhancement Note: The interview process for the Technical Support Engineer role at Tipalti focuses on assessing candidates' technical skills, problem-solving abilities, and customer-centric mindset, with a strong emphasis on real-world scenarios and behavioral interviews.

🛠 Technology Stack & Web Infrastructure

Database Technologies:

Relational databases (e.g., MySQL, PostgreSQL)
MongoDB

API Technologies:

SOAP
REST
XML
JSON

Troubleshooting Tools:

Postman
Wireshark
Debugging tools (e.g., Chrome DevTools, Firefox Debugger)

Monitoring Tools:

New Relic
Datadog
Prometheus

📝 Enhancement Note: Tipalti's technology stack focuses on database management, API integration, and troubleshooting, with a strong emphasis on real-world scenarios and hands-on experience.

👥 Team Culture & Values

Tipalti Values:

Customer-centric: Focus on driving customer satisfaction and ensuring seamless business operations.
Collaborative: Foster a culture of teamwork and cross-functional collaboration to drive issue resolution and improve customer satisfaction.
Innovative: Encourage continuous learning and improvement, with a focus on driving long-term growth and success.
Accountable: Hold ourselves and each other accountable for driving results and delivering on our commitments.

Collaboration Style:

Tipalti emphasizes cross-functional collaboration, with regular communication and team meetings to ensure seamless issue resolution and customer support.
The company encourages knowledge-sharing and mentoring, with a focus on driving continuous learning and improvement.
Tipalti fosters a culture of open communication and active listening, with a strong emphasis on customer feedback and input.

📝 Enhancement Note: Tipalti's team culture emphasizes customer-centricity, collaboration, innovation, and accountability, with a strong focus on driving customer satisfaction and continuous learning and improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Issue Resolution: Addressing complex technical issues that require in-depth troubleshooting, collaboration with internal teams, and effective communication with customers.
High-Volume Support: Managing a high volume of customer inquiries and technical escalations, ensuring timely resolution and maintaining customer satisfaction.
Platform Evolution: Keeping up with platform updates, new features, and changes in customer needs, continuously adapting your support approach to ensure optimal customer satisfaction.

Learning & Development Opportunities:

Technical Skills Development: Enhance your database management, API integration, and troubleshooting skills through hands-on experience, training, and mentoring opportunities.
Customer Support Expertise: Develop your customer support skills through regular training, feedback, and collaboration with internal teams to drive customer satisfaction and retention.
Leadership Development: Build your leadership skills through team management, mentoring, and coaching opportunities, with a focus on driving customer satisfaction and team success.

📝 Enhancement Note: Tipalti offers technical challenges and growth opportunities for Technical Support Engineers to develop their skills, advance their careers, and drive customer satisfaction and retention.

💡 Interview Preparation

Technical Questions:

Database Management: Describe your experience with relational databases and SQL, highlighting your ability to manage and troubleshoot complex database issues.
API Integration: Explain your approach to API integration and troubleshooting, providing specific examples of complex API issues you've resolved.
Troubleshooting: Walk through your troubleshooting process, demonstrating your ability to identify, diagnose, and resolve complex technical issues efficiently.

Company & Culture Questions:

Customer-centricity: Explain how you ensure a customer-centric approach to technical support, providing specific examples of your experience driving customer satisfaction and retention.
Collaboration: Describe your experience working with internal teams to resolve technical issues and drive customer satisfaction, highlighting your ability to collaborate effectively with various stakeholders.
Adaptability: Discuss your experience working in a fast-paced environment, managing multiple priorities, and customer escalations effectively, demonstrating your ability to adapt to changing circumstances.

Portfolio Presentation Strategy:

Customer-centric Focus: Highlight your experience with customer-centric technical support, providing specific examples of your ability to drive customer satisfaction and retention.
Technical Depth: Demonstrate your technical expertise in database management, API integration, and troubleshooting, with a focus on real-world scenarios and hands-on experience.
Collaboration & Teamwork: Showcase your ability to collaborate effectively with internal teams, driving issue resolution and customer satisfaction through cross-functional teamwork.

📝 Enhancement Note: Tipalti's interview preparation focuses on assessing candidates' technical skills, problem-solving abilities, and customer-centric mindset, with a strong emphasis on real-world scenarios and behavioral interviews.

📌 Application Steps

To apply for the Technical Support Engineer position at Tipalti:

Tailor Your Resume: Highlight your experience with database management, API integration, and troubleshooting, emphasizing your problem-solving skills, customer-centric mindset, and ability to collaborate effectively with internal teams.
Prepare Your Portfolio: Showcase your experience with complex technical issues, customer support, and internal team collaboration, demonstrating your ability to drive customer satisfaction and retention.
Research Tipalti: Familiarize yourself with Tipalti's global financial automation platform, company culture, and values, ensuring a strong fit with the organization's mission and goals.
Prepare for the Interview: Brush up on your technical skills, problem-solving abilities, and customer-centric mindset, focusing on real-world scenarios and behavioral interview questions.

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

Technical Support Engineer