Overview
Shape the Future of Financial Connectivity: Partner Technical Support Lead at Intuit
Join our dynamic Partner Technical Support team and play a pivotal role in ensuring seamless financial connections for millions of users. As a Partner Technical Support Lead, you'll be the primary point of contact for our valued tax partners, empowering them to deliver exceptional customer experiences with Intuit products.
Your Impact:
- Drive Partner Success: Diagnose and resolve complex connection issues, provide expert training, and proactively monitor partner connection health.
- Lead Global Escalations: Tackle challenging escalations from internal teams, leveraging your technical expertise to find effective solutions.
- Build Strong Partnerships: Foster collaborative relationships with partners, becoming a trusted advisor and problem-solver.
- Lead: Guide and inspire a talented team, fostering a culture of excellence and continuous improvement.
- Optimize Customer Experiences: by ensuring successful bank feed connections.
What You'll Bring:
- Customer-Centric Technical Expertise: Proven track record in providing exceptional technical support, with a strong focus on enhancing customer satisfaction and resolving complex issues.
- Tax Domain Acumen: In-depth understanding of tax principles and processes, enabling effective support for tax-related products and services.
- Platform-Level Diagnostic Skills: Advanced technical proficiency in analyzing and troubleshooting platform-level connection defects, with a demonstrated ability to identify root causes and implement effective solutions.
- Strategic Communication and Stakeholder Engagement: Exceptional communication and interpersonal skills, with the ability to articulate technical concepts clearly and build strong relationships with stakeholders at all levels.
- Team Leadership and Development: Demonstrated ability to lead, mentor, and develop technical support teams, fostering a collaborative and high-performing environment.
- Innovation and Impact: Passion for contributing to a dynamic team that is driving innovation and transforming the financial landscape.
- Platform-Level Diagnostic Skills: Advanced technical proficiency in analyzing and troubleshooting platform-level connection defects, with a demonstrated ability to identify root causes and implement effective solutions.
Join us and be at the forefront of financial innovation.
What you'll bring
Required:
- Bachelor's degree in Computer Science, a related field, or equivalent experience in Online Banking and API Connectivity.
- Minimum 5+ years of experience in client or partner-facing technical support.
- Strong technical proficiency with APIs, including FDX and OFX, and demonstrated ability to troubleshoot complex technical issues.
- Strong Splunk experience, including the ability to create and interpret complex Splunk queries and dashboards.
- Excellent verbal and written communication skills, with the ability to articulate technical concepts to both technical and non-technical audiences.
- Deep understanding of incident management, request management, event monitoring processes and experience managing escalations.
- Advanced knowledge of taxes
- Strong problem-solving and analytical skills, with the ability to conduct independent research and analysis.
- Demonstrated ability to effectively manage conflicts and resolve disagreements in a professional and timely manner.
- Ability to work a flexible schedule.
Preferred:
- Experience supporting Intuit products (Turbo Tax, Quicken, QuickBooks, Credit Karma) and familiarity with Intuit's aggregation applications.
- Strong project/program management experience.
- Familiarity with REST API concepts, and authentication/authorization methods.
- Ability to learn complex financial services concepts quickly.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is:Bay Area California $143,000 -$194,500San Diego, CA. $128,500 -$174,000This 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.
How you will lead
- Facilitate Technical Excellence: Collaborate with the team to ensure exceptional technical and partner support delivery.
- Drive Partner Success and Exceed Support Commitments: Ensure contracted support commitments are not just met, but exceeded, fostering strong, lasting partner relationships.
- Build Executive-Level Partnerships: Cultivate and maintain strong relationships with bank executives through proactive and effective communication.
- Master Technical Expertise: Maintain a deep understanding of APIs, including FDX and OFX, to effectively resolve complex technical issues.
- Collaborate Cross-Functionally: Partner with product, platform, and customer success teams to deliver timely and effective support solutions.
- Champion Incident Management: Oversee incident management, request management and event monitoring processes, ensuring swift resolution, minimizing disruptions, and effectively managing conflicts that arise during the resolution process.
- Optimize Support Operations: Identify and implement process improvements to enhance efficiency and effectiveness.
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.