Technical Support Team Lead

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.

Why join Tipalti?

Tipalti is the AI-powered platform for finance automation, elevating how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. Our platform provides a comprehensive suite of finance automation solutions designed for mid-market businesses across accounts payable, global payouts, procurement, employee expenses, corporate cards, supplier management, tax compliance, and treasury. Tipalti partners with leading financial institutions such as Citi, Wells Fargo, J.P. Morgan, and Visa, enabling over 5,000 global companies to efficiently and securely pay millions of suppliers and payees across 200+ countries and territories, in 120 currencies.

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.

Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam, Tbilisi and Medellin.

In this role, you will be responsible for:

• 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.

About you

• Hands-on experience in Support or Technical Support, or a related field.
• Proven leadership experience in a technical support or engineering team, preferably in a SaaS environment.
• Strong technical troubleshooting skills.
• Availability to assist with critical Sev 1 issues outside of standard working hours when needed.
• 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.
• Communication Skills: Strong written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations.
• Personal Attributes: Self-motivated, quick learner, adaptable, and an effective team leader.

Tipalti is posting this job opening for and on behalf of SDS (Cyprus) Limited and/or SDS Tbilisi Limited, LLC (both are hereinafter referred to as “SDS”). Any potential employment and/or consulting arrangements entered into, as it relates to this job opening, will be between you and SDS. Tipalti shall not be held responsible for the information and contents contained in this job posting, or for any issues arising out of or related to this job posting.