⚡ Position : Technical Support Manager (Escalations)

🌎 Location : Seattle WA (Hybrid)

⚡ Company : FinTech/Payments

💸 Salary : $180-210k base bonus

Storm2 is currently working with a NYSE-listed FinTech company that processes $1T worth of transactions every months in partnership with companies such as Apple, Google, Walgreens and Amazon. They are now building a new FinTech branch that will be focused on Embedded Finance solutions. Our client has hired engineering leadesship from Amazon, Lyft, Google and Coinbase to lead this transition.

As a Tech Support Manager, you will be leading a team resposible for:

• On-call Duties: Serve as the primary engineering contact during on-call rotations, responding promptly to incoming pages or tickets within the defined Service Level Agreements (SLAs).

• Efficiency Optimization: Structure the technical escalations team to maximize customer satisfaction, responsiveness, cost-effectiveness, and sustainability.

• Technical Investigation: Conduct thorough investigations of escalated technical issues using various tools and techniques, such as scripting, SQL queries, operational configuration adjustments, and creating monitoring solutions.

Requirements:

• Bachelor’s degree or equivalent education, plus 4 years of relevant professional experience.
• Previous experience in a technical escalation or support role (SaaS or customer-facing experience preferred).
• Experience in hiring, developing, and performance managing technical staff
• Experience in creating tools for internal users using scripting, SQL, low-code, or no-code technologies such as Superblocks, Retool etc. is preferred

Why apply:

• An opportunity to work on a new project with stability provided by a large firm
• Competitive salary bonus
• Company matched 401(k)

If the above description sounds like you then we’d love to hear from you! 📧 Please click on the ‘Easy Apply’ button below.