Technical Support Manager

Steadman Brown are working with a rapidly growing and award winning FinTech business, looking to hire a Technical Support Manager.

The Technical Support Manager is responsible for leading a small team of Technical Support Engineers, responsible for managing the health and reliability of complex customer platforms, including Salesforce, and various other applications impacting Onboarding, Risk, Finance, Provisioning, Customer Service and Renewals.

Key Responsibilities

• Lead and mentor a team of Technical Support Engineers
• Oversee and lead investigation of complex system issues, across the customer journey
• Reproduce issues, before carrying out root cause analysis across various systems
• Document all issues and triage findings to various engineering teams.
• Work with business stakeholders to identify common or repeat sources of issues, to proactively prevent incidents.

Experience and Qualifications

• Proven experience in a Technical Support Manager position
• Experience working across a variety of internal systems, including Salesforce
• Strong experience in investigating complex issues, and carrying out root cause analysis
• Detailed understanding of Integrations and API’s

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