Lead Support Specialist - Digital Banking

Описание

The Lead Support Specialist serves as the senior technical resource within the Digital Banking Support team, providing advanced troubleshooting expertise, overseeing complex escalations, and acting as a technical bridge between clients, Engineering, Product, and Network Operations.

Responsibilities

• Supervise and provide technical leadership and day-to-day guidance to Tier 1 and Tier 2 Support Specialists
• Serve as an escalation point for complex technical and system-related issues
• Assist the Support Manager with training and onboarding of new support team members
• Provide input regarding team performance, skill development, and training needs
• Make recommendations on hiring, termination, promotion, and other changes in employee status
• Support quality assurance initiatives within the support function
• Support the Support Manager in maintaining service delivery standards and ensuring the team meets SLA targets (90% or greater)
• Coordinate and lead the support team during Sev1
• Sev2 digital banking incidents, ensuring clear communication between Tier 1, Tier 2, development teams, and clients
• Assist Tier 1 and Tier 2 specialists in troubleshooting complex login, authentication, bill pay, transfer, mobile app, and integration issues impacting clients
• Act as Support Incident Commander on Sev1
• Sev2 calls; communicate impact to clients and write client-facing Root Cause Analyses (RCAs)
• Guide incident response efforts and ensure proper documentation, escalation, and resolution tracking
• Facilitate post-incident reviews and root cause documentation to improve service reliability
• Serve as a subject matter resource for Tier 1 and Tier 2 specialists on the digital banking platform and related systems
• Maintain strong working knowledge of key digital banking platform components including: online and mobile banking platforms, authentication, multi-factor authentication (MFA), and user access management, bill pay, internal and external transfers, and payment workflows, integrations between digital banking, core, and third-party vendors
• Assist team members in interpreting and validating system configurations impacting digital banking features and integrations
• Provide guidance to support specialists on complex issues involving authentication, payment workflows, integrations, data integrity, and system configuration
• Assist support staff in analyzing system data, logs, and API responses to identify discrepancies impacting client operations
• Support troubleshooting of advanced technical issues involving digital banking-to-core integrations, third-party vendor connections, and automated processes
• Coordinate with development and QA teams to validate fixes and communicate outcomes to support staff and clients
• Act as the primary escalation point for Tier 1 and Tier 2 support specialists for complex digital banking or integration-related issues
• Facilitate communication between support staff, clients, product development, QA, and leadership during critical issues
• Provide structured updates to the Support Manager on escalations, risks, and operational concerns
• Partner with Engineering and Product to turn recurring client issues into permanent fixes, including tooling, product changes, and documentation updates
• Identify opportunities to improve support workflows, escalation processes, and operational efficiency
• Contribute to the development and maintenance of knowledge base documentation and troubleshooting resources
• Promote best practices across the support team to improve issue resolution consistency and client satisfaction
• Own team-level SLAs and operational KPIs (time-to-first-response, time-to-resolution, CSAT, escalation rate); report weekly to the Support Manager and monthly to Client Services leadership
• Support the manager in implementing operational improvements and documentation standards
• Performs other related duties as assigned

Requirements

• Proficiency in digital banking platform systems
• Advanced knowledge of online and mobile banking, authentication and multi-factor authentication (MFA), user access management, bill pay, transfers, and payment workflows
• Ability to read and interpret advanced SQL queries
• Ability to analyze system data and troubleshoot complex technical or integration issues
• Strong understanding of digital banking configuration and integrations with core and third-party systems
• Strong analytical and problem-solving skills with attention to detail
• Ability to lead and coordinate high-severity incident response efforts while maintaining professionalism and composure
• Excellent communication skills, with the ability to explain complex digital banking or technical concepts to both technical and non-technical audiences
• Strong cross-team collaboration and client interaction skills
• Ability to make decisive, data-driven decisions during high-impact operational situations
• Service-oriented mindset with a strong commitment to client support and issue resolution
• Proficiency with Google Workspace or similar productivity tools
• Associate
• s degree in Information Technology, Finance, Business, or a related field required
• Minimum 4
• 6 years of experience in a technical support or application support role, preferably supporting fintech platforms, financial systems, or digital banking software
• 4 or more years of demonstrated experience resolving complex or escalated client issues, including cross-system or integration-related problems
• Proven experience leading major incident response

Nice to have

• Bachelor
• s degree strongly preferred
• 3 or more years
• experience mentoring or providing guidance to junior support staff or coordinating issue resolution across support tiers preferred
• 3 or more years of financial institution experience strongly preferred, particularly within credit unions or banking environments

We offer

• Company-paid medical, dental, and vision insurance for employees
• Company-paid life and AD&D insurance
• Company-paid short- and long-term disability
• 401(k) retirement plan
• Flexible Spending Accounts (FSA)/ Dependent Care Spending Account (DCSA)
• Unlimited PTO
• Employee Assistance Program (EAP)
• Voluntary supplemental insurance options