Position Summary

As a Manager of Product Engineering Support, you will be responsible for leading and providing direction to a team of Technical Support Engineers who are in charge of technical product support to our customers.

You will be supervising, coaching, and guiding with daily operations. You will ensure the team meets Tipalti's key objectives and goals. You will work closely with managers based in Israel to leverage the team's proficiency and knowledge. You will ensure that the team provides quick and thorough troubleshooting and high-quality, effective resolution of challenging issues reported by the operation teams.

This role is a hybrid position and requires you to be in office Monday, Tuesday, and Thursday.

Why join Tipalti?

Tipalti is one of the world’s fastest-growing fintech companies. We free finance professionals to lead by modernizing the entire payables operation. We are a well-funded, late-stage start-up backed by high-profile investors. Our 2021 Series F funding round raised $270 million, valuing us at over $8.3 billion. With total funding of just over $550 million, and with more than 3000 global customers, Tipalti is one of the most valuable private fintech companies in the world.

At Tipalti, we pride ourselves on our collaborative culture, the quality of our product and the capabilities of our people. Tipaltians are passionate about the work they do, and keen to get the job done. Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together.

In this role, you will be responsible for:

• Lead a team of experienced engineers who provide database and web application-based technical support to internal Ops teams
• Monitor team KPIs to ensure Service Level Agreements and Customer Satisfaction are met as well as other goals
• Initiate, plan, and execute cross-functional projects as required
• Mentor team members, identify areas for continued learning and development, and define career paths for them
• Prioritize and address critical issues raised by the Ops leadership team
• Independently manage complex issues while keeping Ops leaders and other stakeholders informed
• Develop and implement procedures, methods, and processes to maintain operational efficiency
• Act as a focal point for all internal Tipalti teams which includes Developers, Product, Implementation, Customer Support, and Customer Success.
• Engage with senior leaders, including Directors, VPs, and C-level executives, when escalations arise and require your assistance
• Ensure knowledge is documented in the Confluence and drive knowledge transfer from team to other functions in the organization

About you

• 3 of technical support engineering experience
• 3 years managing people/ technical team
• Experience working with global operation teams
• Deep knowledge of technical support-related performance indicators and Service Level Agreements (SLAs)
• Excellent written and verbal communication, project management, and multi-tasking skills
• Passion for customer service, relationship building, and self-learning
• Experience recruiting, mentoring, developing, and motivating technical teams
• Proven ability to read, debug, and understand web applications, API calls, XML, and JSON files
• Proven experience with databases and high-level SQL queries
• Flexibility to occasionally work outside of normal working hours
• FinTech Industry experience preferred

Our benefits package includes:

• Hybrid working model that requires you to be in office Monday, Tuesday, and Thursday
• Competitive salary plus company shares
• Matching 401K
• Medical/Dental/Vision benefits, Employee Assistance Program, life insurance, AD&D, LTD
• 3 weeks of paid vacation
• Free lunch on office days
• Fresh fruit, snacks & drinks in office
• Parking and transit allowance
• Phone/internet allowance
• Regular company-wide social events
• Multiple ERG groups celebrating our diversity and creating an inclusive culture