Staff Technical Support Specialist (MANTL)
About The Position
This role serves as the primary point of contact for customers on assigned tickets and acts as an escalation point for Technical Support Specialists. The main responsibilities include addressing customer inquiries, resolving complex technical issues, and ensuring a positive customer experience. The specialist will collaborate with other team members and departments to provide timely and accurate solutions. Additionally, this role involves mentoring new team members and facilitating team Office Hours as part of a rotation. This Sr. Technical Support Specialist role is a significant opportunity to make an impact at MANTL, mentor new Supporters, and expand leadership skills, offering a foundation for growth opportunities within the company, potentially into software engineering.
Requirements
- 5+ years of technical support or implementation experience
- Experience performing bug/incident investigation and impact/root cause analysis
- Experience with relational databases and SQL dialects (e.g.,Postgres, BigQuery)
- Excellent verbal and written communication skills, both internal and client-facing
- Experience using browser console technologies such as Chrome dev tools
- A true problem solver that uses broad thinking to strategically develop solutions
- Ability to learn and understand complex software tools
- Passion for learning and developing
- Energized by solving complex problems
- Proven record of communicating effectively both internally and externally
- Systemic thinking and understanding how configuration decisions impact downstream workflows
- Pride in doing things correctly and sustainably
- Organized and able to manage multiple priorities in a fast-paced environment
Nice To Haves
- Experience configuring or integrating with core banking systems or other regulated systems
- Knowledge of the bank or credit union deposit account opening and loans origination processes
- Familiarity with JIRA or similar ticketing systems
- Background in fintech or regulated services
- Experience mentoring and training team members
Responsibilities
- Configure and deploy backend settings for financial institutions using tools such as JSON and Postman
- Collaborate with Activation Engineers to ensure configurations align with core integration requirements and constraints
- Provide client-facing support when deep functional or technical expertise is required
- Configure/update third-party integrations post implementation
- Collaborate with Product and Engineering to submit detailed enhancement requests and well-documented bug reports
- Translate business requirements into scalable system configurations aligned with best practices
- Mentor new Support Specialists
- Facilitate ongoing training of Support agents where necessary including during team Office Hours
- Independently take on high priority tickets that require complex resolution steps
- Create runbooks and playbooks for the support team
- Build increasing functional expertise across deposit account opening workflows and core variations
- Demonstrate strong judgment in balancing customer requests with best practices
- Contribute thoughtful feedback to Product and Engineering that improves scalability and supportability
- Develop a reputation internally as a reliable and detail-oriented technical partner
Benefits
- remote-first environment
- unlimited paid time off
- 401(k) with employer match
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
