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On behalf of , SD Solutions is looking for a talented Technical Support Engineer to step onto a fintech unicorn rocketship! SD Solutions is a staffing company operating globally.

Responsibilities

- Take full ownership of complex technical issues escalated by Onboarding, Customer Support, and Customer Success teams – covering root cause analysis, investigation, and clear resolution communication.
- Act as the voice of the customer internally, advocating for urgency and prioritization based on real business impact, and lead internal escalations with Engineering, Product, and Operations teams.
- Provide expert‑level support on Accounts Payable, Procurement, and Expenses‑related issues, working closely with internal operational teams to ensure seamless resolution.
- Diagnose and resolve ERP‑related technical issues (e.g., NetSuite, SAP, BC, Acumatica, QuickBooks), including data mapping, API failures, sync inconsistencies, and financial object discrepancies (vendors, invoices, payments), with a focus on durable, well‑documented fixes.
- Identify systemic gaps, improve data flows, and partner with Engineering and Product to implement long‑term fixes.
- Manage sensitive, high‑touch customer escalations with professionalism and care, including dedicated Slack channels with multiple stakeholders.
- Lead incident response for critical production issues, including executive‑level communication, timeline management, frequent crucial updates, and post‑incident root cause analysis (RCA).
- Conduct business impact assessments to prioritize issues effectively and communicate risk to internal stakeholders and leadership.
- Proactively identify emerging issues and trends before they escalate, contributing to systemic improvements and long‑term system reliability.
- Own and continuously improve the team’s Confluence knowledge base – writing, maintaining, and expanding internal documentation as a subject matter expert.




- Champion knowledge‑sharing practices across the team to reduce ramp time and improve consistency.
- Mentor other engineers, providing guidance on troubleshooting methodologies and customer communication best practices.
- Identify and implement improvements in support workflows, monitoring, and tooling to increase efficiency and reduce time‑to‑resolution.

Requirements

- 5+ years of experience in Technical Support, Product Support, or customer‑facing technical roles, ideally within FinTech, SaaS, Financial Management, or Accounts Payable sectors.
- Proven experience working in a global company environment, collaborating across Engineering, Product, and Operations teams.
- Strong executive and management communication skills – comfortable presenting and escalating to senior stakeholders with clarity and confidence.
- Demonstrated ability to assess and articulate business impact of technical issues.
- Solid experience with relational databases and SQL; hands‑on troubleshooting with MongoDB is a plus.
- Experience troubleshooting API integrations; familiarity with Postman, REST, and SOAP is an advantage.
- Familiarity with reading XML and JSON files.
- Experience managing Confluence documentation and/or other internal knowledge bases.
- Proven ability to manage high‑touch customer relationships, including executive‑level communication and multi‑stakeholder Slack channels.
- Comfortable working across time zones in a remote or hybrid setup, coordinating with teams in the U.S. and Israel.
- Adaptable to non‑standard schedules, including occasional late‑hour shifts.
- Self‑directed, highly accountable, and a strong team player who makes those around them better.

About the Company

Tipalti is a general payables automation platform that helps the hottest companies grow and scale their global finance operations. The company serves customers such as Amazon, Twitch, Twitter, and Roblox, and has raised $565 million in funding. It was founded in 2010, has over 1,000 employees worldwide, and operates offices in CA, London, Tel Aviv, Tbilisi, Medellin, Toronto, and Vancouver, among others.

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Postúlate en Kit Empleo: kitempleo.com.co/empleo/1azj0w

📌 Tipalti | Technical Support Engineer (Medellín)
🏢 SD Solutions
📍 Medellín