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Job Details

2020-17634 -

Technical Support Manager

Location(s): London, United Kingdom
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Join our mission

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

Come join Intuit’s Financial Data Platform (FDP) Professional Services team as a Technical Support Manager. The Technical Support Manager will manage a Partner Support team and will directly contribute (hands-on) to successful and timely technical support outcomes related to Financial Institution (FI) connectivity. Primary focus on European market, with a global focus in support of a follow the sun model.  

  • 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 internal Development Engineers 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 at least one CRM system. Jira experience preferred.
  • 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 FI Health alerts.
  • Opens FI incidents with the Intuit Operations Center (IOC) based on FI Health thresholds and collaborates with FI and FDP Product Development resources as needed to resolve and close FI incidents.
  • Works independently to support direct connections to Intuit’s Financial Data Platform. Manage multiple input queues from internal and external sources.
  • 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.

What you'll bring

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

 

 

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

 

Technical/Functional Skills:

  • 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
  • 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 OAuth2+OpenID Connect
  • 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

 

Computer Skills:

  • Exhibits a high level of knowledge of operating systems related to Mac, PC, and mobile devices
  • Advanced understanding of 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)

 

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

  • Field questions pertaining to FI inquiries regarding connectivity to Intuit products while developing and implementing solutions for issues escalated to L3
  • Create and proactively share information (including log files, documentation, etc.) regarding connectivity problems with products
  • Track and understand technical issues associated with FI connectivity and integrations
  • Educate FIs 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
Gleb at work
Gleb Intuit employee
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
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Liron Intuit employee
"At Intuit, I have everything I need to be a great data scientist, from rich datasets to inspiring colleagues."
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Morag Intuit employee
"It’s important to always strive for improvement, even if you’re already in a good place."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Conrad at work
Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
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Joylyn Intuit employee
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
Conrad at work
Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Photo of Natalie
Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Heather at work
Heather Intuit employee
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Jake at work
Jake Intuit employee
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Breaunna at work
Breaunna Intuit employee
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
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Chelsia Intuit employee
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Carl at work
Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

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