Partnership Technical Support Engineer - Tax Lead

Shape the Future of Financial Connectivity: Partner Technical Support Lead at Intuit

Join our dynamic Partner Technical Support team and play a pivotal role in ensuring seamless financial connections for millions of users. As a Partner Technical Support Lead, you'll be the primary point of contact for our valued tax partners, empowering them to deliver exceptional customer experiences with Intuit products.

Your Impact:

• Drive Partner Success: Diagnose and resolve complex connection issues, provide expert training, and proactively monitor partner connection health.
• Lead Global Escalations: Tackle challenging escalations from internal teams, leveraging your technical expertise to find effective solutions.
• Build Strong Partnerships: Foster collaborative relationships with partners, becoming a trusted advisor and problem-solver.
• Lead: Guide and inspire a talented team, fostering a culture of excellence and continuous improvement.
• Optimize Customer Experiences: by ensuring successful bank feed connections.

What You'll Bring:

• Customer-Centric Technical Expertise: Proven track record in providing exceptional technical support, with a strong focus on enhancing customer satisfaction and resolving complex issues.
• Tax Domain Acumen: In-depth understanding of tax principles and processes, enabling effective support for tax-related products and services.
• Platform-Level Diagnostic Skills: Advanced technical proficiency in analyzing and troubleshooting platform-level connection defects, with a demonstrated ability to identify root causes and implement effective solutions.
• Strategic Communication and Stakeholder Engagement: Exceptional communication and interpersonal skills, with the ability to articulate technical concepts clearly and build strong relationships with stakeholders at all levels.
• Team Leadership and Development: Demonstrated ability to lead, mentor, and develop technical support teams, fostering a collaborative and high-performing environment.
• Innovation and Impact: Passion for contributing to a dynamic team that is driving innovation and transforming the financial landscape.
• Platform-Level Diagnostic Skills: Advanced technical proficiency in analyzing and troubleshooting platform-level connection defects, with a demonstrated ability to identify root causes and implement effective solutions.

Join us and be at the forefront of financial innovation!

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 Executive-Level Partnerships: Cultivate and maintain strong relationships with bank executives through proactive and effective communication.
• Master 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.
• Champion 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 improvements to enhance efficiency and effectiveness.