This is a fully remote position, open to applicants in United States.

• Lead, mentor, and develop a team of Application Support Engineers focused on the ACH Alert platform.

• Foster a culture of accountability, promptness, and ongoing enhancement.

• Engage in recruitment, establish performance expectations, manage growth trajectories, and address any performance issues directly.

• Maintain an on-call rotation structure through PagerDuty for after-hours SEV 1 support.

• Personally manage escalations from team members and adhere to a systematic escalation process up to senior leadership.

• Define, monitor, and report on essential performance metrics.

• Develop and uphold stringent operational processes.

• Collaborate closely with ACH Alert Implementations, Engineering, Product, and the Database team.

• Invest in your team's technical expertise across the complete ACH Alert product suite.

• Ensure the team remains up-to-date as the platform evolves through bi-annual product releases.

• Over 7 years of experience in technical support or application support.

• A minimum of 2 years in a managerial or team leadership capacity.

• Proven capability to manage a team that supports intricate SaaS platforms in a high-pressure, client-facing environment.

• Excellent written and verbal communication skills.

• Demonstrated experience in utilizing data and KPIs to drive operational enhancements.

• Strong ability to work independently, make decisions under pressure, and take ownership of outcomes from start to finish.

• Practical experience with SQL for analyzing and interpreting application configuration data.

• Familiarity with help desk or ticketing systems, as well as PagerDuty or similar on-call management tools.

• Experience with Google Suite (Gmail, Drive, Docs, Sheets).

• Strong attention to detail and a high level of self-motivation.

• Unlimited paid time off.

• 401(k) with employer matching.

• Remote-first work environment.

Manager, Application Support

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