Company Description

Job Description

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Job Description

About the Team:
We are seeking a highly skilled and experienced Technical Escalations Lead to join our Engineering team. The ideal candidate will have a strong background in customer support within a SaaS or similar customer-facing software company, coupled with experience in coding/engineering tasks. This role is critical in developing and managing our technical escalation processes, ensuring timely and effective resolution of complex issues that impact our customers.

Key Responsibilities:

• Process Development: Build and refine the process and reporting structure for technical escalations, ensuring alignment with company goals and customer satisfaction.
• Investigatory Work: Conduct in-depth investigations into technical issues, including writing scripts, creating monitors, writing SQL queries, and making operational configuration changes.
• Weekly Operations Reviews: Lead weekly operations review meetings, presenting key findings, progress on ongoing issues, and driving strategic discussions on improvement opportunities.
• Metrics and Reporting: Identify, track, and report on key metrics related to technical escalations, utilizing data to drive decision-making and continuous improvement within the support organization.
• Cross-functional Collaboration: Work closely with Customer Support, Engineering, and other departments to ensure a seamless escalation process, fostering a culture of transparency and responsiveness.
• Continuous Improvement: Drive initiatives to improve processes, tools, and team capabilities to enhance the overall effectiveness of technical support and escalation management.
• Team Leadership: Provide guidance and support to team members involved in escalation processes, promoting a positive and collaborative team environment.

Qualifications:

• Minimum of 3 years in customer support roles within a SaaS or customer-facing software company, with at least 1 year in a role involving coding/engineering tasks.
• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent experience
• Proficiency in scripting languages (e.g., Python, JavaScript), SQL, and experience with operational configuration changes. Familiarity with monitoring tools and software debugging is a plus.
• Problem-Solving Skills:** Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues and devise effective solutions.
• Communication Skills: Excellent verbal and written communication skills, with the ability to clearly articulate technical concepts to non-technical stakeholders.
• Leadership: Demonstrated ability to lead projects and teams, with a focus on teamwork, collaboration, and the development of team members.
• Organizational Skills: Strong organizational and project management skills, with the ability to manage multiple priorities in a fast-paced environment.

What we offer you:

At FIS, we hire the best. In return, you receive exceptional benefits including:

• Opportunities to innovate in fintech
• Tools for personal and professional growth
• Inclusive and diverse work environment
• Resources to invest in your community
• Competitive salary and benefits

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Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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