Director of Support Engineering
Description
Are you a proactive, relationship-focused support development leader who enjoys encouraging your team members to reach their full potential? Are you passionate about accountability, taking ownership, and streamlining processes to allow for exceptional delivery? If your answer is yes, let’s talk. Quavo, an innovative, trailblazing fintech company, is recruiting for a Director of Support Engineering.
In this role, you will lead and manage support developers and architects, fostering a culture of collaboration, accountability, and innovation. You will monitor and balance team workloads, manage on-call rotations and escalation paths, report to leadership on team performance and client metrics, and align support and technology objectives with broader business goals. Additionally, you will own, refine, and enhance development workflows, triage processes, and monitoring systems, collaborating with your team and stakeholders to improve operational efficiency and client satisfaction. This is a full-time, permanent position and is fully remote.
Required Skills and Qualifications
Must Haves
- 8+ years of experience in software development and/or support, with at least 3 years in a management role
- Background in FinTech, SaaS, or enterprise software development
- Proficiency in Snowflake or similar SQL platforms for data analysis and reporting
- Proven track record of successfully building relationships, leading support teams, and delivering results
- Hands-on experience with Jira Service Desk administration and project management; strong knowledge of monitoring systems and tools for proactive issue resolution
- Demonstrated proficiency with capacity planning and resource allocation
- Excellent customer service, communication, and interpersonal skills
- Exceptional strategic thinking, decision-making, and problem-solving abilities, with the capacity to work independently in a fast-paced, rapidly changing environment
- Demonstrates our core values: Authentic, Innovative, Deliberate, Accountable, Passionate
- High school diploma
Nice-To-Haves
- Experience preparing client cost analyses
Benefits
This position offers…
- Competitive salary ($130k-170k DOE) and bonus opportunities
- Comprehensive benefits including medical, dental, vision, short and long-term disability, life insurance, HSA, FSA, employee assistance programs, 401(k) with match, and unlimited PTO
- People-focused, flexible culture
- Opportunity to directly contribute to a new client support framework and drive accountability measures for the development team
Support Representative
Description
As a Level 1 Support Representative, you will be the first point of contact for Quavo’s clients, providing exceptional service and resolving routine issues related to our fraud and disputes solutions. You’ll play a key role in ensuring client satisfaction and maintaining compliance with industry regulations by delivering timely and accurate support.
Responsibilities Include:
- Client Support:
- Serve as the primary contact for client inquiries via email, chat, and phone.
- Assist clients with login issues, system navigation, and basic workflow questions.
- Provide accurate guidance on regulatory requirements, such as Reg E and Reg Z compliance basics.
- Issue Resolution:
- Diagnose and resolve common issues, including case creation, routing, and system alerts.
- Escalate complex or unresolved issues to Level 2 Support with detailed documentation.
- Documentation:
- Maintain detailed records of client interactions in the case management system (CMS).
- Identify patterns in client feedback and recommend improvements to internal processes.
- Collaboration:
- Work closely with the Account Manager team to address client concerns and escalate critical issues.
Required Skills and Qualifications
- Bachelor’s degree or equivalent experience in customer service, business, or a related field.
- 1+ year of experience in customer support, preferably in SaaS or financial services.
- Knowledge of fraud and disputes processes is a strong advantage.
- Excellent written and verbal communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency in case management systems and basic troubleshooting tools.
- Bilingual preferred
- EST time zone preferred
