27 sep
SD Solutions
Medellín
SD Solutions is looking for a talented Technical Support Team Lead, to step onto a fintech unicorn rocketshipCompany offers a hybrid format of work: (hybrid office visit - 3 days in the office/2 remote).
The office is located in Edificio Select, Cra.
29c, El Poblado, Medellín, Antioquia, Colombia.As a Technical Support Team Lead, you will oversee an Engineering Support team while remaining hands-on about 50% of the time.
In this role, you'll play a pivotal part in driving seamless daily operations, ensuring timely and effective ticket resolution, and fostering the growth and development of your team.
Reporting to the Engineering Support Manager/Senior Manager, you will serve as a vital bridge between our engineering teams,
customers, and leadership, with primary coverage across the US/LATAM time zones.Responsibilities:Mentor and support your team members, providing guidance on complex technical issues and designing onboarding processes for new hires.
You'll be responsible for building and managing the team's shift schedule to ensure proper coverage.Oversee ticket assignments and prioritization to meet service-level agreements (SLAs).
You'll handle escalations from the Operations team, management, and/or customers, ensuring prompt and effective resolution.Take ownership of customer-specific projects, coordinating with relevant stakeholders to drive them from start to finish.
You'll work closely and report to global managers to ensure alignment across domains and support cross-team initiatives.Actively work on technical tickets and use your strong technical background to guide the team in troubleshooting complex cases.Engage directly with customers on high-priority issues and provide timely updates to leadership on progress and critical issues.
You'll lead the preparation of RCA documents for major incidents, ensuring clear and timely communication.Proactively identify process gaps, propose solutions, and drive initiatives to improve efficiency and documentation.Requirements:3–5 years of experience in Support or Technical Support, or a related field.At least 2 years of proven leadership experience in a technical support or engineering team, preferably in a SaaS environment.Strong technical troubleshooting skills.Excellent written and verbal communication skills in both English and Spanish.You are assertive, decisive, and confident, with the ability to perform under pressure and manage multiple escalations.
You're also resilient and solution-oriented in challenging situations.A strong sense of ownership and accountability,
with the ability to work independently and thrive in a fast-paced environment.Availability to assist with critical Sev 1 issues outside of standard working hours when needed.About the company:Tipalti is transforming finance and helping the hottest companies grow and scale their global finance operations.
We're also growing through a sustainable business model and looking to remove days of finance work every week so business leaders can focus on building a future-proofed, best-in-class finance operation.World-changing businesses like Amazon, Twitch, Twitter, and Roblox use Tipalti to automate and scale their finance operations.
The only way we can continue to support companies looking to transform their FinOps functions through our platform is with great people.
It is a general payables automation platform that provides a cloud solution to scale and automate global payables operations.
The startup has already raised $565M funding.Job Type: Full-time
📌 Technical Support Team Lead
🏢 SD Solutions
📍 Medellín
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