Customer Support Engineer (CO)

About the Position

On behalf of FinTech Client #1, SD Solutions is looking for a talented Customer Support Engineer to step onto a fintech unicorn rocketship!

SD Solutions is a staffing partner operating globally. Contact us to get more details about the benefits we offer.

Responsibilities

• Deliver world-class support to customers and ensure their success post-sales
• Provide specialized support on technical and product issues, including managing customer escalations
• Lead and coordinate cross-functional efforts to resolve complex customer issues, collaborating with Customer Success, Product, and Engineering teams
• Act as a customer advocate by surfacing product feedback to internal stakeholders to help shape the product roadmap
• Create and contribute to knowledge base articles to support team scalability and self-service

Requirements

• 2+ years of hands-on technical support experience at a SaaS company, with a focus on delivering support through email, live chat, and phone
• Proven experience managing multiple tickets simultaneously while maintaining high service quality (CSAT)
• AI-forward mindset with experience leveraging AI tools to improve support efficiency and workflows
• Experience troubleshooting integration, data sync, and application-related issues
• Strong communication skills - written, verbal, and active listening
• Detail-oriented, well-organized, and able to prioritize in a fast-paced environment
• Growth mindset with a passion for continuous learning
• Strong creative thinking and problem-solving skills
• Experience with ticketing systems such as Zendesk or similar platforms

Nice to Have

• Experience with NetSuite, QuickBooks, or other ERP systems; knowledge of accounting - an advantage
• Experience with payment systems and/or working at a Fintech company - an advantage
• Familiarity with HTML, API calls, or basic scripting - an advantage

We Offer

• Competitive salary
• Opportunity to work with a well-funded fintech unicorn
• Professional growth and development opportunities

About the Company

A well-funded fintech unicorn operating a cloud-based global payables automation platform. Enterprises use it to streamline supplier payments, mass payouts, and AP operations across international markets - replacing manual finance processes with automated, audit-ready workflows.

Tipalti eliminates up to 80% of the supplier payment and regulatory compliance workload for finance departments. Companies like GoDaddy, GoPro, Twitter, Vimeo, and Amazon Twitch trust Tipalti to eliminate risk and save by scaling and automating their supplier payment operations.