Technical Software Support Lead

Tasks

• Provide technical support for customer implementations, including troubleshooting, problem-solving, and assistance 10–12 days per month.
• Increase application/SQL licenses, scale performance, and create test cases while coordinating with on-premises support teams.
• Provide technical support to the Director of Support Management.
• Resolve L3/L2 support-level incidents and offer your own expert knowledge regarding supported application designs.
• Review, analyze, and escalate technical issues, including hotfixes, and apply code fixes to production systems as needed.
• Conduct business calls to manage and resolve issues, while documenting events using applied change management and controls.
• Engage third-party technical staff and develop customer-specific alerts regarding potential incidents and recommended mitigation strategies.
• Ensure first-level support and performance management for all customers while maintaining their operational efficiency.
• Contribute to the team's success through effective, cross-team collaboration on various ongoing projects.

Requirements

• A self-starter with strong organizational, leadership, and communication skills.
• In-depth knowledge of financial services operations, managing on-premises accounting users, and expertise in working within these environments.
• 6 years of prior work experience required.
• Legal Authorization to Work in the United States.

We offer

• Salary: 19,000–76,480 USD.
• Comprehensive benefits package, including medical, dental, and vision insurance, disability insurance, and family care benefits.
• Flexible work options: remote, fully remote, or on-site.