Sr. Software Quality Analyst

Category Software Engineering Location Mountain View, California Job ID 2024-63381

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Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

Partner Technical Support is responsible for helping API connected partners optimize customer experiences by ensuring successful bank feed connections to Intuit products. Partner Technical Support is the primary interface with the partners (e.g. Financial Institutions) to diagnose and resolve problems, train partners how to support Intuit offerings, monitor and resolve production incidents to ensure partner connection health, and provide other value-added services. Partner Technical Support is also responsible for resolving partner related escalations from internal teams for all offerings globally with a varied level of technical depth.

We are seeking an experienced individual to be a lead on our Partner Support team. This lead will be responsible for providing support commitments to our contracted data partners. The ideal candidate must have strong communication skills, be technically proficient to analyze platform level connection defects, and be able to lead a team to supplement the effort to deliver the best service possible to our partners.

Responsibilities

Coach and develop a team to provide technical and partner support
Ensure contracted support commitments are exceeded
Communicate frequently with bank executives to maintain close partnerships
Maintain technical knowledge of APIs, including FDX and OFX
Work cross-functionally with product, platform, and customer success teams to deliver timely support commitments
Build and maintain relationships with contracted partners

Qualifications

Bachelor's degree in Computer Science or related field
5+ years' leadership experience in client or partner-facing customer support
Excellent verbal and written communication skills
Familiarity with APIs, including FDX and OFX
Experience leading teams
Ability to work independently and in a team
Flexible schedule and availability for long hours
Deep understanding of Incident Management processes
Strong Project/Program Management experience
Thorough knowledge of supported products: Quicken Windows/Mac, Quickbooks Windows/Mac, and Quickbooks Online
Ability to learn complex financial services concepts quickly
Familiarity with Intuit's aggregation application
Accurate and logical problem-solving skills
Collaboration for end-to-end quality customer experience
"Teach" mindset for non-technical explanations
Clear verbal and written communication with customers and co-workers
Priority management skills
Adaptability in communication style
Troubleshooting to identify and document hardware and software issues
Incident management and escalation experience
Supports multiple product lines/modules/products/services
Strong familiarity with Splunk, REST API concepts, and authentication and authorization methods
Independent research, analysis and decision-making
Demonstrates initiative and excellent problem-solving skills
Ability to support organizational business needs such as training or process documentation
Bachelor’s degree or relevant work experience in Online Banking and API Connectivity
Minimum of 3 years’ relevant experience in resolving complex technical issues with Intuit software or connected banking services

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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is New York $135,500 - $183,500. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

Career Path

Mobility plays an important role for our engineering community. In addition to vertical growth, our teams offer lateral growth opportunities. Whether it’s working on a different tech stack or product, Intuit will help you get to the next step in your career.