Technical Support Project Manager 3

Passport Labs, Inc.•Charlotte, NC

About The Position

Passport is seeking a Technical Support Project Manager to lead the post-implementation execution of projects for clients including municipalities, agencies, universities, and private operators. This role is responsible for identifying root-cause software/platform flaws through case intake and research, and developing technical solutions to improve product functionality for customer operations. The Project Manager will help drive the technical, operational, and financial success of Passport’s products, such as Parking, Mobile Payment, Digital Permits, Mobile Ticketing, and Citation Management. This position involves working with Product Managers and other teams to translate product vision and strategy into business requirements for the Engineering team, and driving post-implementation technology project execution by ensuring projects are well-organized and completed in a timely and effective manner. The role requires creating and managing technical project plans, acting as a liaison between external clients and internal teams (Sales, Client Success, Product), and developing external functionality using stored procedures, SQL functions, and views, along with import and export data mappings. The Technical Support Project Manager will also prepare detailed documentation for the Development team, provide initial technical and troubleshooting support for clients, identify system defects or enhancements, assist with monitoring and communicating impacts or outages, and educate lines of business on project issues and new product avenues. The role involves scoping new product functionality, enhancements, exports, imports, stored procedures, and software jobs, owning communication and coordination with clients and internal teams, and liaising with customers to resolve challenges, provide instructions, facilitate training, and offer interim solutions. Additionally, the Project Manager will provide reconciliation support for clients experiencing out-of-balances issues and address client inquiries on Passport's PCI and SOC compliance.

Requirements

Bachelor's degree, or equivalent, in Computer Science, Computer Engineering or related degree
4 years of experience supporting application in a production environment
Project Management experience
Experience with DevOps, system administration or application development
Experience creating and running complex SQL
Experience with step through and debug code
Experience writing SQL queries, including multiple table joins
Experience implementing/supporting point of sale solutions, card processing platforms or other FinTech solutions
Experience with software reporting tools, such as Telerik or Crystal Reports

Responsibilities

Lead the post-implementation execution of projects for clients.
Determine root-cause software/platform flaws through case intake and research.
Develop technical solutions to improve product functionality for customer operations.
Drive the technical, operational, and financial success of Passport’s products.
Translate product vision and strategy into business requirements for the Engineering team.
Drive post-implementation technology project execution.
Create and manage technical project plans including scoping documents, timelines, schedules and Gantt charts.
Manage projects and act as a liaison between all stakeholders (including external clients and internal teams such as Sales, Client Success, and Product).
Develop external functionality to perform scoped product changes, designing stored procedures, SQL functions and views, and import and export data mappings.
Prepare detailed documentation, instructing how to reproduce software flaws, and escalate to Development team for resolution.
Provide initial technical and troubleshooting support for Passport Clients.
Identify system defects or areas for enhancement on Passport's Payments Services and escalate to the Product & Engineering teams.
Assist with the monitoring and communication of impacts or outages on Passport's payments services and third-party integrations.
Educate lines of business on project issues, technology hurdles, and new avenues to leverage products offered.
Scope out new product functionality, enhancements, exports, imports, stored procedures and software jobs.
Own the communication and coordination with clients and across Passport teams.
Liaise professionally and effectively with customers to resolve challenges.
Provide reconciliation support for client experiencing out-of-balances issues.
Address client inquiries on Passport's PCI and SOC compliance.