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    Manager, Engineering Support - Plano, United States - Tipalti

    Tipalti
    Tipalti Plano, United States

    4 weeks ago

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    Description
    Position Summary

    As a Manager of Product Engineering Support, you will be responsible for leading and providing direction to a team of Technical SupportEngineers 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
    Subsidized lunch on office days
    Fresh fruit, snacks & drinks in office
    Phone/internet allowance
    Regular company-wide social events
    Multiple ERG groups celebrating our diversity and creating an inclusive culture
    #LI-JL1
    #LI-hybrid
    Interested in learning more about us?

    Tipalti is the only company handling both global partner payments and accounts payable workflows for high-velocity companies across the entire financial operations cycle: onboarding and managing global suppliers, instituting procurement controls, streamlining invoice processing and approvals, executing payments around the world, and reconciling payables data across a multi-subsidiary finance organization.

    Tipalti enables companies to scale quickly by making payables strategic with operational, compliance, and financial controls. Through Tipalti, our clients can efficiently and securely pay thousands of partners and suppliers in 196 countries within minutes.
    Tipalti is fueled by a commitment to our customers and a desire to build lasting connections. Our client portfolio includes high-velocity businesses such as Amazon Twitch, GoDaddy, Roku, , and ZipRecruiter. We work hard for our 98% customer retention rate which is built on trust, reliability and innovation. Tipalti means we handled it" - a mission to which we are constantly committed.
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