Support Engineering Manager

Who we are:

Quavo is the industry leader in fraud and disputes management technology, offering the world’s only E2E cloud-based Disputes as a Service solution for issuing financial services organizations. Quavo is an organization of tenacious experts who are innovative and challenge complacency to continuously deliver cutting edge technology and AI. Our experts are passionate about delivering value in our solutions and empowering our client community to enhance and evolve industry standards in fraud and disputes management.

Who you are:

Quavo is looking for authentic and courageous professionals to join our team. If you are a driven, accountable, and innovative problem solver searching for a collaborative environment of like-minded teammates dedicated to improving the client experience…. Then you are going to love working at Quavo!

About the role:

Support Engineer Manager  

As a Support Engineering Manager, you play a crucial role in achieving Quavo’s vision and delivering a successful product to market. The Support Engineering Manager has detailed knowledge of Quavo’s products and services offered and ensures that the products and services consistently meet client needs. 

The Support Engineering Manager maintains a cadence of communication across Account Management to ensure client satisfaction and promote ongoing contract renewal and expansion, and advises internal teams on product and service improvements/suggestions based on client feedback. As a Support Engineering Manager, you will assume a hands-on role for the work group.  

Responsibilities include:

• Lead and develop the support engineering team, including hiring, training, and performance management. 

• Set goals and objectives for the team, utilizing the EOS (Entrepreneurial Operating System) framework, and ensure alignment with organizational objectives. 

• Foster a culture of ownership, durable solutions, and knowledge curation and reuse. 

• Mentor team members on product and technical acumen. 

• Coordinate with other departments to prioritize client needs and allocate resources accordingly. 

• Oversee client engagements and ensure high levels of customer satisfaction. 

• Develop and implement processes in Jira to streamline support operations and improve efficiency. 

• Provide regular reports and updates to senior management on team performance and client metrics. 

• Act as a liaison between the support team and other departments to facilitate communication and collaboration. 

• Leverage Snowflake and SQL expertise to provide analysis internally and to clients as necessary. 

• Monitor client environments to ensure optimal performance. Proactively address potential issues. 

Required Qualifications:

• Bachelor's degree in Computer Science, Engineering, or related field. 

• 5+ years of experience in software development or support, with at least 1 year in a management role. 

• Proven track record of successfully leading support teams and delivering results. 

• Strong leadership and interpersonal skills, with the ability to motivate and inspire team members. 

• Excellent communication and stakeholder management skills. 

• Experience in resource allocation. 

• Expertise in support processes. 

• Proficiency in Jira for process development and management. 

• Experience in Snowflake and SQL tools and techniques.