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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 (https://www.intuit.com/careers/benefits/full-time-employees/) _)._

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.