About the Role

The Technical Support Engineer works in a complex technical environment, developing a deep understanding of customer solutions and serving as the primary point of contact for software support escalations. This role provides incident and problem management support across multiple product lines, serving customers ranging from multinational financial institutions to community banks. They act as the escalation point for software support issues and serves as a trusted advisor and advocate for customers within the organization.

Key Areas of Responsibility

• Responsible for assigned customer accounts and overall support relationship management.
• Manages the transition of new software customers from Professional Services to Software Support.
• Serves as the dedicated escalation manager for critical customer issues, coordinating cross-functional resources and providing timely customer updates.
• Develops and executes action plans to resolve Priority 1 (P1) incidents.
• Coordinates Post-Incident Reviews (PIRs) and Post-Escalation Reviews (PERs) with customers and internal stakeholders.
• Oversees coordination of resources working on customer issues to ensure timely resolution.
• Acts as the primary management contact for customers regarding software solution issues.
• Manages the scope of the software support contract, ensuring service commitments and Operational Level Agreements (OLAs) are met.
• Creates, updates, and maintains customer-specific software support procedures and escalation documentation.
• Coordinates with internal teams when customer-reported issues fall outside Software Support scope.
• Maintains detailed tracking of customer issues, ensuring appropriate visibility and progression toward resolution.
• Leads daily, weekly, and bi-weekly customer status meetings to review open incidents and outstanding issues.
• Partners with Sales and other stakeholders to support customer business reviews and reporting.
• Acts as a trusted advisor and advocate for customers within the Software Support organization.
• Drives customer satisfaction and supports achievement of Net Promoter Score (NPS) objectives.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related work experience required.
• 5+ years of experience in Technical Account Management, Software Support, Customer Success, Incident Management, IT Operations, or a related customer-facing technical role.
• Experience supporting enterprise software applications in a complex technical environment.
• Proven experience managing customer escalations, critical incidents, and cross-functional teams through issue resolution.
• Experience communicating technical information to both technical and executive-level stakeholders.
• Strong understanding of incident management, problem management, and customer support best practices.
• Experience working with financial services, banking technology, payments, or other regulated industries preferred.

Preferred Qualifications

• ITIL Foundation certification or equivalent experience.
• Experience with SaaS, cloud-based, or enterprise software solutions.
• Familiarity with support ticketing systems, service management platforms, and CRM tools.
• Knowledge of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

Soft Skills

• Excellent written and verbal communication skills.
• Ability to work effectively in a team environment with cross-functional stakeholders.
• Proactive, positive, and customer-focused attitude.
• Strong problem-solving and analytical skills with attention to detail.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Self-starter with strong organizational skills and a sense of urgency.
• Commitment to delivering high-quality customer outcomes.
• Comfortable working through ambiguity and complex technical challenges.

Additional Requirements

• Ability to participate in a 24x7 on-call rotation as required.
• Flexibility to work outside standard business hours when needed to support critical customer issues.
• Willingness to travel up to 10%.