Technical Support Engineer at Tipalti

📍 Job Overview

Job Title: Technical Support Engineer
Company: Tipalti
Location: Tbilisi, Georgia
Job Type: On-site
Category: Technical Support Engineer
Date Posted: July 30, 2025
Experience Level: Mid-level (2-5 years)
Remote Status: On-site (Remote OK for specific locations)

🚀 Role Summary

📝 Enhancement Note: This role involves managing technical escalations and assisting customers in maximizing the use of Tipalti's global financial automation platform. It requires strong troubleshooting, communication, and collaboration skills to work effectively with various teams and customers.
As a Technical Support Engineer, you will take ownership of technical escalations and serve as the central point of contact for various operational teams. Your primary focus is to assist Tipalti's customers in maximizing the use of their 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.

💻 Primary Responsibilities

📝 Enhancement Note: This role requires a strong understanding of databases, API integrations, and workflows, as well as excellent communication skills to effectively troubleshoot and resolve technical issues.
Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support, Payment Ops, 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.
Thoroughly investigate and troubleshoot complex payment-related issues, including flows, failures, and errors.
Provide expert support on onboarding issues affecting payees, including validation and server errors.
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. Relevant work experience may substitute for formal education.

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

Required Skills:

Proficiency in relational databases and SQL, with experience handling MongoDB for troubleshooting.
Experience with API integrations and familiarity with tools like Postman.
Strong workflow understanding and communication skills to effectively collaborate with various teams.
Excellent analytical abilities with a strong customer-centric mindset.
Strong 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.

Preferred Skills:

Experience working with remote team members across different time zones.
Ability to thrive in a fast-paced environment, managing multiple priorities and customer escalations effectively.
Remote management adaptability, demonstrating flexibility and accountability under a manager located in the U.S. or Israel.

📝 Enhancement Note: While not explicitly stated, a self-motivated, quick learner, adaptable, and effective team player attitude is highly valued for this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this role is not provided. Based on market research for mid-level technical support roles in Tbilisi, Georgia, the estimated salary range is GEL 2,500 - 4,000 per month.

Benefits:

Competitive benefits package
Flexible workplace
Career coaching

Working Hours: Full-time, with a standard workweek of 40 hours. Specific working hours may vary based on team and project requirements.

🎯 Team & Company Context

Company Culture:

📝 Enhancement Note: Tipalti values a collaborative culture, the quality of its product, and the capabilities of its people. Tipaltians are passionate about their work, keen to get the job done, and pride themselves on their collaborative culture where everyone checks their egos at the door and stands ready to reach for success together.
Tipalti is a well-funded, late-stage start-up backed by high-profile investors. With total funding of just over $550 million and more than 3,000 global customers, Tipalti is one of the most valuable private fintech companies in the world.

Team Structure:

The Technical Support team works closely with various operational teams, including Onboarding Managers, Customer Support, Payment Ops, and Customer Success.
The team collaborates with Engineering and Product teams to resolve complex technical issues and enhance the customer experience.

Development Methodology:

Tipalti follows Agile methodologies for product development and customer support processes.
The team uses collaborative tools and platforms to manage workflows, track progress, and communicate effectively.

Company Website: Tipalti

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level technical support position, focusing on managing technical escalations and assisting customers in maximizing the use of Tipalti's global financial automation platform.

Reporting Structure: The Technical Support Engineer reports directly to the Technical Support Manager. The team works closely with various operational teams, Engineering, and Product teams to resolve complex technical issues and enhance the customer experience.

Technical Impact: The Technical Support Engineer plays a crucial role in ensuring seamless business operations for Tipalti's customers by resolving complex technical issues and driving long-term improvements to enhance customer satisfaction and system reliability.

Growth Opportunities:

📝 Enhancement Note: While not explicitly stated, career growth opportunities within Tipalti may include promotions to senior technical support roles, team leadership positions, or transitioning into other technical roles within the company, such as Engineering or Product.

🌐 Work Environment

Office Type: Tipalti's office in Tbilisi, Georgia, is a modern and collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Tbilisi, Georgia

Workspace Context:

The workspace is equipped with modern tools and technologies to support efficient troubleshooting, collaboration, and communication.
The team works closely together, with a strong emphasis on knowledge-sharing and continuous learning.
The workspace is designed to accommodate both individual focus and team collaboration, with dedicated spaces for each.

Work Schedule: The standard workweek is 40 hours, with flexible working hours to accommodate team meetings, customer support, and project deadlines.

📝 Enhancement Note: While not explicitly stated, Tipalti's work environment is designed to support a healthy work-life balance, with a focus on employee well-being and job satisfaction.

📄 Application & Technical Interview Process

Interview Process:

📝 Enhancement Note: The interview process for this role is not explicitly stated. However, it is likely to include a combination of phone or video screens, technical assessments, and on-site or virtual interviews with team members and hiring managers.

Portfolio Review Tips (N/A for this role):

📝 Enhancement Note: As this role does not require a portfolio, there are no specific portfolio review tips provided. However, strong communication skills and a customer-centric mindset are essential for success in this role.

Technical Challenge Preparation:

📝 Enhancement Note: While not explicitly stated, technical challenges for this role may include database and API troubleshooting exercises, workflow analysis, and problem-solving scenarios. Familiarize yourself with Tipalti's products and services, and be prepared to discuss your approach to technical support and customer communication.

ATS Keywords:

Technical Support, Product Support, Customer-Facing Roles, Relational Databases, SQL, MongoDB, API Integration, Postman, Workflow Understanding, Communication, Global Collaboration, Troubleshooting, Problem-Solving, Written Communication, API Familiarity, Data Structure, Adaptability

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values:

📝 Enhancement Note: While not explicitly stated, Tipalti values a customer-centric approach to technical support, with a focus on resolving complex technical issues and enhancing customer satisfaction. The team values strong communication, collaboration, and continuous learning.

Collaboration Style:

Tipalti fosters a collaborative culture, with a strong emphasis on knowledge-sharing, teamwork, and cross-functional collaboration with various operational teams, Engineering, and Product teams.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing complex technical escalations and resolving customer issues in a timely and efficient manner.
Identifying trends in technical challenges and driving long-term improvements to enhance customer satisfaction and system reliability.
Collaborating effectively with various teams and customers to troubleshoot and resolve complex technical issues.

Learning & Development Opportunities:

📝 Enhancement Note: While not explicitly stated, learning and development opportunities within Tipalti may include on-the-job training, mentorship programs, and access to relevant industry conferences and events.

💡 Interview Preparation

Technical Questions:

📝 Enhancement Note: Technical questions for this role may focus on database and API troubleshooting, workflow analysis, and problem-solving scenarios. Be prepared to discuss your approach to technical support and customer communication, and how you have handled complex technical escalations in previous roles.

Company & Culture Questions:

📝 Enhancement Note: Company and culture questions for this role may focus on Tipalti's products and services, the company's values and mission, and how you would contribute to the team's success. Research Tipalti's company culture and be prepared to discuss your fit within the organization.

Portfolio Presentation Strategy (N/A for this role):

📝 Enhancement Note: As this role does not require a portfolio, there are no specific portfolio presentation strategies provided. However, strong communication skills and a customer-centric mindset are essential for success in this role.

📌 Application Steps

To apply for this Technical Support Engineer position:

Submit your application through the application link provided.
Tailor your resume to highlight your relevant technical support experience, skills, and accomplishments.
Prepare for the interview process by researching Tipalti's products, services, and company culture. Familiarize yourself with the company's mission and values, and be prepared to discuss your fit within the organization.
Brush up on your technical support and troubleshooting skills, and be ready to discuss your approach to customer communication and problem-solving.

📝 Enhancement Note: Tipalti is an equal opportunities employer, committed to recruiting diverse candidates with varied personal experiences and abilities. Should you require reasonable adjustments or accommodations during the recruitment process, please reach out to [email protected] for assistance.

📝 Enhancement Note: Tipalti is committed to protecting the privacy interests of job applicants and candidates. For more information about Tipalti's privacy practices during the Talent Acquisition process, please refer to the Job Candidate Privacy Notice below: Job Candidate Privacy Notice | Tipalti

Technical Support Engineer