Tipalti | Technical Support Team Lead

On behalf of Tipalti SD Solutions is looking for a talented Technical Support Team Lead to step onto a fintech unicorn rocketship!

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

As a Technical Support Team Lead you will oversee an Engineering Support team while remaining hands-on about 50% of the this role youll 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. Youll be responsible for building and managing the teams shift schedule to ensure proper coverage.
• Oversee ticket assignments and prioritization to meet service-level agreements (SLAs). Youll 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. Youll 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. Youll 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:

• 35 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. Youre 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. Were 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 global payables automation platform that provides a cloud solution to scale and automate global payables operations. The startup has already raised $565M funding.

Tipalti: Shaping Global Finance Since 2010.

Silicon Valley Fintech Company.

1000 Employees Worldwide.

Global Offices in CA London Tel Aviv Tbilisi Medellin Toronto Vancouver and more.

2500 Trusted Clients including Amazon GoDaddy Roblox Twitch.

$550M Total Funding

Driving Financial Evolution.

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