Partner Technical Support is responsible for helping API connected partners optimize customer experiences by ensuring successful bank feed connections to Intuit products. Partner Technical Support is the primary interface with the partners (e.g. Financial Institutions) to diagnose and resolve problems, train partners how to support Intuit offerings, monitor and resolve production incidents to ensure partner connection health, and provide other value-added services. Partner Technical Support is also responsible for resolving partner related escalations from internal teams for all offerings globally with a varied level of technical depth.
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 to analyze platform level connection defects, and be able to lead a team to supplement the effort to deliver the best service possible to our partners.
- 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
- Experience leading teams
- 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 supported products: Quicken Windows/Mac, Quickbooks Windows/Mac, and Quickbooks Online
- Ability to learn complex financial services concepts quickly
- Familiarity with Intuit's aggregation application
- 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 Intuit software or connected banking services
- 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
New York $135,500 - $183,500
