Senior Software Quality Analyst

Join the Data, Growth and Experiences (DGX) team as a Senior Technical Support Engineer focusing on Intuit’s Products connectivity and customer success.

Partner Technical Support is responsible for helping API connected partners optimize customer experiences by ensuring successful bank feed connections to Intuit products. Partner Technical Support is the primary interface with the partners (e.g. Financial Institutions) to diagnose and resolve problems, train partners to support Intuit offerings, monitor and resolve production incidents to ensure partner connection health, and provide other value-added services. Partner Technical Support is also responsible for resolving partner related escalations from internal teams for all offerings globally with a varied level of technical depth.

We are seeking an experienced individual to be a lead on our Partner Support team. This lead will be responsible for providing support commitments to our contracted data partners. The ideal candidate must have strong communication skills, be technically proficient to analyze platform level connection defects, and be able to lead a team to supplement the effort to deliver the best service possible to our partners.

Responsibilities

- Facilitate Technical Excellence: Collaborate with the team to ensure exceptional technical and partner support delivery.
- Drive Partner Success and Exceed Support Commitments: Ensure contracted support commitments are not just met, but exceeded, fostering strong, lasting partner relationships.
- Build Relationships with Partners: Cultivate and maintain strong relationships with bank executives through proactive and effective communication.
- Technical Expertise: Maintain a deep understanding of APIs, including FDX and OFX, to effectively resolve complex technical issues.
- Collaborate Cross-Functionally: Partner with product, platform, and customer success teams to deliver timely and effective support solutions.
- Lead Incident Management: Oversee incident management, request management and event monitoring processes, ensuring swift resolution, minimizing disruptions, and effectively managing conflicts that arise during the resolution process.
- Optimize Support Operations: Identify and implement process & technical automations to enhance efficiency and effectiveness.
- Uptime and Connectivity of FI APIs: Ensure the uptime & stability of data provider APIs is healthy round the clock.

Qualifications

Technical Skills

- Fluency in RESTful APIs and relevant authentication protocols (OAuth, OIDC).
- Familiarity with data standards in JSON and/or XML (i.e. FDX, MISMO, OFX, etc)
- Strong understanding of query language and monitoring tools(i.e. Splunk, Grafana, SQL, etc)
- Proven experience in building monitoring dashboards and tuning alerts.
- Relevant understanding of alternate data connectivity methods, including SFTP and screen scraping.
- Strong AI automation skills, with a tendency to build automation into repeatable tasks in order to continuously scale.

Soft Skills

- Customer obsession is a must. The ideal candidate will have excellent customer service with a collaborative mindset.
- Strong communication, presentation, and interpersonal skills, with the ability to effectively communicate technical information to both technical and non-technical audiences.
- Proven ability to build strong relationships and influence stakeholders at all levels of an organization.
- Exceptional problem-solving and analytical abilities, with a focus on partner success.
- Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
- Proactive and results-oriented with a strong partner-centric mindset.
- Ability to work independently and as part of a distributed team.

Education & Experience

- Bachelor's degree in Computer Science, Information Technology or related technical field. ITIL certification is preferred
- 5+ years in partner-facing customer & technical support

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
The expected base pay range for this position is:
Mountain View $147,500 - $199,500