enterprise engineering
software support engineernew york, new york
Posted
3 days ago
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Location -
new york, new york
Job Description
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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
Please share resume at tsharma@
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