Lead Software Support Engineer
New York, NY - 3 days a week onsite
Full time opportunity
"MUST BE LOCAL TO THE NYC AREA"
Job Overview
We are seeking an experienced individual to be a lead on our Partner Support team. This lead will be responsible for providing support commitments to our contracted data partners. The ideal candidate must have strong communication skills, be technically proficient at analyzing platform level connection defects, and be able to lead a team to supplement the effort to deliver the best service possible to our partners.
The Partner Support Team is responsible for helping API connected partners optimize customer experiences by ensuring successful bank feed connections to the products. The project will be the primary interface with the partners (e.g. Financial Institutions) to diagnose and resolve problems, train partners how to support the product offerings, monitor and resolve production incidents to ensure partner connection health, and provide other value-added services. Will also be responsible for resolving partner related escalations from internal teams for all offerings globally with a varied level of technical depth.
Responsibilities
- Coach and develop a team to provide technical and partner support
- Ensure contracted support commitments are exceeded
- Communicate frequently with bank executives to maintain close partnerships
- Maintain technical knowledge of APIs, including FDX and OFX
- Work cross-functionally with product, platform, and customer success teams to deliver timely support commitments
- Build and maintain relationships with contracted partners
Qualifications
- Bachelor's degree in Computer Science or related field
- 5+ years' leadership experience in client or partner-facing customer support
- Excellent verbal and written communication skills
- Familiarity with APIs, including FDX and OFX
- Ability to work independently and in a team
- Flexible schedule and availability for long hours
- Deep understanding of Incident Management processes
- Strong Project/Program Management experience
- Thorough knowledge of products like: Quicken Windows/Mac, Quickbooks Windows/Mac, and Quickbooks Online
- Ability to learn complex financial services concepts quickly
- Accurate and logical problem-solving skills
- Collaboration for end-to-end quality customer experience
- "Teach " mindset for non-technical explanations
- Clear verbal and written communication with customers and co-workers
- Priority management skills
- Adaptability in communication style
- Troubleshooting to identify and document hardware and software issues
- Incident management and escalation experience
- Supports multiple product lines/modules/products/services
- Strong familiarity with Splunk, REST API concepts, and authentication and authorization methods
- Independent research, analysis and decision-making
- Demonstrates initiative and excellent problem-solving skills
- Ability to support organizational business needs such as training or process documentation
- Bachelor's degree or relevant work experience in Online Banking and API Connectivity
- Minimum of 3 years' relevant experience in resolving complex technical issues with software or connected banking services