Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support, and Customer Success teams, ensuring a seamless troubleshooting process
including information gathering, root cause analysis, and clear resolution communication.
Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact.
Provide expert technical support on Accounts Payable (AP), Procurement, and Expenses-related issues, working closely with internal operational teams to ensure seamless customer resolution.
Diagnose and troubleshoot ERP-related technical issues, including integrations with other systems, driving robust resolutions.
Work closely with team leadership to identify emerging issues before they become widespread, contributing to proactive risk mitigation.
Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability.
Knowledge base management (Confluence) & VIP customer communication management.

5+ years of experience in roles such as Technical Support, Product Support, or customer-facing technical roles, particularly within FinTech, SaaS, Financial Management, or Accounts Payables sectors.
Proven skills with relational databases and SQL, along with proficiency in handling MongoDB for troubleshooting.
Experience in troubleshooting API integrations and familiarity with tools like Postman is an advantage.
Ability to understand complex workflows and effectively communicate solutions across R&D, Product, and customer-facing teams.
Experience working with remote team members, including those based in the U.S. and Israel, successfully collaborating across different time zones.
Excellent analytical abilities with a strong customer-centric mindset.
Strong written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations.
Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus.
Experience thriving in a fast-paced environment, managing multiple priorities and customer escalations effectively.
Ability to work effectively under a manager located in the U.S. or Israel, demonstrating flexibility and accountability.
Self-motivated, quick learner, adaptable, and an effective team player.
Non-standard work schedule involving late-hour shifts.

Senior Technical Support Engineer

Key skills