Technical Support Manager jobs in Washington

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Job Description

As the world works and lives faster, FIS is leading the way.  Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?     

About the team:

We are the FIS Embedded Finance team, and our mission is to enable developers across all verticals to imagine, create and monetize financial products to profoundly transform the way the entire financial industry consumes services. Today, it's difficult for many businesses to build the financial products they imagine. Whether that's launching a new credit or debit card, a savings account, a lending business, or anything else — there are barriers in the way, that require excessive time and effort. We make it trivially easy for businesses to compliantly offer financial products, and innovate on their key differentiators rather than spend all their time building and maintaining financial infrastructure.

About the role:

As a pivotal leader on our engineering team, the Manager, Technical Support is dedicated to investigating and resolving complex technical issues within our SaaS or customer-facing software environments. This role demands a blend of technical prowess and

customer-facing skills, aiming to address and mitigate escalations efficiently. The successful candidate will collaborate closely with cross functional partners to enhance our escalation processes and improve customer satisfaction.

Note: We have a hybrid work environment in our Seattle/Bellevue, office unless the role or business dictates otherwise.

What you will be doing:

• On-call: As first line of engineering escalation, participate in an on-call rotation and respond within defined SLAs to incoming pages or tickets.
• Efficiency: Set up the technical escalations team to optimize across customer satisfaction, responsiveness, cost, and sustainability.
• Reporting: Provide visibility to leadership on key input and output metrics for the technical escalations team.
• Technical Investigation: Perform detailed investigations of escalated technical issues, employing a range of tools and techniques including scripting, SQL queries, operational configuration adjustments, and creating monitoring solutions.
• Problem Resolution: Develop and implement effective solutions to complex technical problems, ensuring resolutions meet customer needs and company standards.
• Collaboration: Work alongside Customer Support, Engineering, and other teams to ensure a coordinated approach to resolving escalations, fostering a culture of teamwork and mutual support.
• Continuous Improvement: Contribute to the refinement of escalation processes and practices, identifying opportunities for improvement and innovation within the team's operations.
• Documentation: Maintain thorough documentation of investigations, resolutions, and any follow-up actions to ensure a clear record and facilitate knowledge sharing within the team.
• Customer Communication: Communicate effectively with clients and customers, providing clear updates and ensuring a positive experience through the escalation process.

What you will need:

• At a minimum, a Bachelor's or equivalent education, and 3 years of relevant professional experience
• Progressive experience in growing as a team lead and people manager, with direct supervisory responsibilities.
• Previous experience in a technical escalation or support role or equivalent.
• Excellent communication and cross-functional collaboration skills to thrive in a fast-paced environment.
• Analytical Skills: Excellent problem-solving abilities, with a keen analytical mindset adept at diagnosing and resolving complex technical issues.
• Communication Skills: Strong verbal and written communication skills, capable of effectively articulating technical details to both technical and non-technical stakeholders.
• Adaptability: Ability to adapt to a rapidly changing environment and manage simultaneous projects with varying priorities.

Added bonus if you have:

• Typical qualifications for the role are 7 years of relevant professional experience or a combination of work experience and education.
• Experience with hiring, growing, and performance managing technical staff.
• Experience in a technical support or engineering role within a SaaS or customer-facing software environment.
• Experience in building mission critical tools for internal users with scripting, SQL, low code, or no code technologies like Retool.
• Effective communication and collaboration skills, and a history of collaborating effectively with your team and cross-functional stakeholders.
• Strong skills in scripting languages (e.g., Python, JavaScript), SQL, and operational configuration.
• Knowledge of monitoring tools and software debugging techniques.

What we offer you:

At FIS, we hire the best. In return, you receive exceptional benefits including:

• Opportunities to innovate in fintech.
• Tools for personal and professional growth.
• Inclusive and diverse work environment.
• Resources to invest in your community.
• Competitive salary and benefits.

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Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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