Engineering Support Manager

Vantaca•Wilmington, NC

63d•Remote

About The Position

Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company - we're building the category-defining platform that will transform how an entire industry operates. Here's the reality of our trajectory: Growing 100% year-over-year Our AI product (HOAi) went from $0 to millions in months Backed by Cove Hill Partners and JMI Private Equity 6M+ doors on our platform, displacing legacy systems We are a winning team that believes in working together to make big ideas happen. We are a collaborative and visionary group that holds ourselves accountable for our results. Our ability to be nurturing and agile allows us to adapt to change and support each other through any challenges that come our way. We are customer-centric, meaning that we put our customers' needs and preferences at the heart of our work. We are authentic game changers that are building something cool and people like it here. Overview The Engineering Support Manager will lead our support engineering team to deliver exceptional client service through efficient ticket resolution and proactive support strategies. This role is critical in maintaining strong relationships with banking partners while ensuring our support operations meet and exceed SLA requirements. The Engineering Support Manager will drive continuous improvement in ticket resolution processes, manage and develop support engineering staff, and serve as a key liaison between clients, banking partners, and internal engineering teams. This position offers the opportunity to make a significant impact on client satisfaction while building and leading a high-performing technical support organization.

Requirements

5+ years of experience in technical support or engineering roles, with at least 2 years in a leadership position
Strong understanding of SLA management, ticket systems, and support metrics
Experience with banking/financial services or B2B SaaS environments preferred
Proven track record of improving support operations and client satisfaction
Excellent communication skills with ability to interface effectively with technical teams, clients, and executive stakeholders
Strong analytical and problem-solving skills with data-driven decision-making approach
Experience with support ticketing systems (e.g., Jira, ServiceNow, Zendesk)
Technical background with understanding of software development, databases, and troubleshooting methodologies
Demonstrated ability to lead and develop technical teams
Bachelor's degree in Computer Science, Engineering, or related field, or equivalent experience

Responsibilities

Manage daily support engineering operations, including ticket queue management, prioritization, and resource allocation
Monitor and report on key metrics including ticket SLAs, cycle times, open ticket counts, and resolution rates
Establish and maintain strong relationships with banking partners, conducting regular review meetings and addressing escalations
Develop and implement proactive support strategies, including knowledge base improvements, client training, and preventive maintenance programs
Lead, coach, and develop support engineering team members, conducting regular 1:1s, performance reviews, and career development planning
Collaborate with Product and Engineering teams to advocate for supportability improvements and client needs
Create and refine support processes, documentation, and standard operating procedures
Manage escalations and serve as point of contact for critical client issues
Analyze support trends to identify areas for product improvement and process optimization
Participate in hiring, onboarding, and training of new support engineering team members

Benefits

Benefits: Medical, Dental, and Vision kick in day one
Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year)
401K with Company Match
Remote Flexible - come to the office when needed
Great parental leave benefits
Named on Inc 5000 list of America's Fastest Growing Private Companies
Named on Inc 5000 Vet 100 Private Companies list multiple years in a row
Winner of Coastal Entrepreneur Award, Technology Category
Active employee-led Culture Committee
Ongoing industry and professional development trainings available to all employees
Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community