Technical Support Engineering Manager (Fintech)

TL;DR

Technical Support Engineering Manager (Fintech): Overseeing a Level 2 support team for the SmartPay platform with an accent on high-level technical assistance and escalation management. Focus on ensuring SLA compliance, mentoring technical staff, and improving product stability through customer advocacy.

Location: Remote from any US location or hybrid from any hirify.global office

Company

hirify.global delivers technology solutions that digitally transform community banks and credit unions to provide enhanced user experiences.

What you will do

• Manage the Level 2 support team, including the oversight of after-hours escalations.
• Coordinate with various internal departments to provide resolution for complex customer or procedural issues.
• Advocate for customers by conveying feedback and recurring problems to product development staff.
• Mentor the team through difficult technical escalations and provide high-level technical assistance.
• Develop and maintain operational guides and Standard Operating Procedures (SOPs) to satisfy audit requirements.
• Conduct employee evaluations and provide coaching to improve overall team performance.

Requirements

• Minimum of 7 years of experience in technical support.
• Previous experience as a manager, supervisor, or team lead in a technical environment.
• Experience in fintech, banking, payments, and/or ecommerce industries.
• Must be based in the United States.

Nice to have

• Bachelor's degree.
• Proficiency in Microsoft SQL Server and SQL Command Languages.
• Strong experience with Excel, including the use of pivot tables.
• Experience with the SmartPay platform or similar remote deposit products.

Culture & Benefits

• Culture based on the motto: "Do the right thing, do whatever it takes, and have fun."
• Outstanding benefit programs focused on physical, mental, and financial wellbeing.
• Collaborative environment that values uniqueness and inclusion.
• Commitment to corporate responsibility and community engagement.