Senior Technical Support Engineer

Overview

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.

Responsibilities

Facilitate Technical Excellence: Collaborate with the team to ensure exceptional technical and partner support delivery.

Drive Partner Success and Exceed Support Commitments: Ensure contracted support commitments are not just met, but exceeded, fostering strong, lasting partner relationships.

Build relationships with partners : Cultivate and maintain strong relationships with bank executives through proactive and effective communication.

Technical Expertise: Maintain a deep understanding of APIs, including FDX and OFX, to effectively resolve complex technical issues.

Collaborate Cross-Functionally: Partner with product, platform, and customer success teams to deliver timely and effective support solutions.

Lead Incident Management: Oversee incident management, request management and event monitoring processes, ensuring swift resolution, minimizing disruptions, and effectively managing conflicts that arise during the resolution process.

Optimize Support Operations: Identify and implement process & technical automations to enhance efficiency and effectiveness.

Uptime and Connectivity of FI APIs : Ensure the uptime & stability of data provider APIs is healthy round the clock.

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

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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs ( about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.