Manager of Technical Service and Support-SPLUNK

Overview

Come join Intuit's Data Exchange (IDX) Professional Services team as a Technical Support Manager. The Technical Support Manager will manage a Technical Support team and will directly contribute (hands-on) to successful and timely technical support outcomes related to Partner connectivity the Intuit Data Exchange platform. Primary focus on the North American market with a global focus in support of a follow the sun model.

What you'll bring

Technical/Functional Skills:

• Advanced knowledge of Splunk and the Splunk query language, or similar log platforms
• Advanced experience providing support for a technical environment focused on data integration and associated application programming interfaces (APIs), especially with RESTful APIs in a microservices architecture
• Experience with command line operations in a UNIX/Linux environment (scripting, awk, regex, etc.)
• Experience with tools used for gathering data to assist with troubleshooting and impact analysis (SQL, Tableau, Redshift, Hive, etc.)
• Knowledgeable regarding authentication and authorization concepts and methods, especially OAuth2, and ideally OpenID Connect
• Versed in troubleshooting techniques to identify and document root causes of software issues using application logs (JSON, XML, etc.) as input
• Comfortable with issue tracking using JIRA or similar, and good understanding of modern Continuous Integration/Continuous Delivery (CI/CD) practices
• Deep understanding of Incident Management processes
• Project/Program Management experience in transitioning projects from implementation phase to production support
• Ability to work independently and be proactive
• Expertise with connectivity in all of the products including Quicken Windows/Mac, Quickbooks Windows/Mac, Quickbooks Online, and Mint.
• Ability to quickly learn complex concepts related to the financial services industry
• Demonstrates accurate and logical problem solving skills
• Collaborates with co-workers to achieve end-to-end quality in our customer experience
• Conveys with a teach mindset on highly technical constructs to non-technical people
• Communicates clearly to customers and co-workers both verbally and in writing
• Handles multiple tasks and switches priorities as needed
• Modifies communication style to meet customer needs
• Used as a resource for handling escalations
• Consistently supports multiple product lines/modules/products/services

Team/Leadership Skills:

• Change leader with entrepreneurial mindset
• Promotes/fosters a positive work environment and relationships
• Shares feedback on potential emerging issues with collaborative approach to problem solving

Computer Skills:

• Exhibits a high level of knowledge of operating systems related to Mac, PC, and mobile devices
• Advanced understanding of internet networking and connectivity in the relevant environment

Analytical Skills:

• Able to research, analyze and determine an appropriate course of action in a variety of situations with minimal supervision

Organizational Skills:

• Demonstrates initiative, excellent problem-solving skills, and the ability to prioritize
• High end skill set may be utilized within organization to support business needs (examples: training, creation of training materials, creating process documentation)

Other Skills and Expertise

• Strong time-management/project management skills
• Ability to stay focused on core responsibilities while successfully handling a wide spectrum of client requests
• Proven troubleshooting, analytical and problem-solving skills
• Strong written and verbal communication skills
• Willingness to be on call and work extended or unscheduled hours as needed

Qualifications/Required Education and Experience:

• Bachelor's degree in Computer Science or related field and extensive work experience in Online Banking and Fintech Industry
• Minimum of five years experience resolving complex technical support issues with financial software and connected banking services required

Travel Requirement: Up to 20%+ travel may be required

How you will lead

• Contribute to developing the strategic direction of the Partner Support organization
• Grow and build strong team improving technical capabilities and ensuring professional acumen
• Create, use, and train Support team members on KPI dashboards for monitoring and ongoing communication
• Work with offering Customer Success teams in each region (North America, EMEA, APAC) to establish durable process for escalating bank feed issues with platform
• Establish relationships with strategic partners to assist in addressing escalations quickly
• Work independently and manage a team responsible for supporting direct connections to Intuit's Data Exchange Platform.
• Manage multiple input queues from internal and external sources.
• Become a product support expert for all Intuit offerings that offer connectivity
• Participate directly in the support queue (as a member of the support team), taking incoming trouble calls/emails, troubleshooting the problem and providing resolution in a timely manner.
• Analyze technical issues associated with impacted customers and provide all necessary technical information to triage issues
• Monitor and follow up on all requests from submission to resolution.
• Collaborate with partners to fully understand problems and to set expectations.
• Independently trigger escalations whenever necessary.
• Proactively, collaborate with IDX Development staff and external partners to determine steps toward resolution and prevention of future issues.
• Provide technical training to resellers' technical and installation staff
• In depth experience working with Salesforce and Jira.
• Create documentation to facilitate efficient issue detection and resolution
• Handles situations which may require adaptation of response or extensive research according to customer response(s).
• Manages resolution of problems that may require follow-up and/or escalation. Participates in global rotation to respond to alerts that impact connection with Partner.
• Opens Partner incidents with the Intuit Operations Center (IOC) based on Partner Health thresholds and collaborates with Partner and FDP Product Development resources as needed to resolve and close Partner incidents.
• Requires understanding of Intuit's Financial Data Platform architecture and/or services. Work closely with internal implementation, product development, and quality engineering teams to resolve issues.
• Field questions pertaining to Partner inquiries regarding connectivity to Intuit products while developing and implementing solutions for issues escalated to L3
• Create and proactively share both detailed information and executive reports as needed (including log files, documentation, etc.) regarding connectivity problems with products
• Track and understand technical issues associated with Partner connectivity and integrations
• Educate Partners to independently resolve connectivity issues
• Consult with implementation team resources during conversion planning and execution for those FIs migrating to the Direct Connect API
• Ability to lead projects beyond primary responsibility