Make an impact by helping teams resolve high-severity technology issues that affect clients and business operations. In this role, you will work in a fast-paced, global support environment where clear communication and structured problem-solving matter. You’ll partner closely with technology, operations, product, implementation, and service teams to restore service quickly and prevent recurrence. You will build expertise across digital channels and payment connectivity platforms while strengthening incident and problem management practices. If you enjoy solving complex issues and driving continuous improvement, this is a great opportunity to grow your career.
As a Technical Support Manager I in the Digital channels escalation support team, you will manage critical production escalations, coordinate resolution across stakeholders, and help improve the stability and reliability of client-facing services. You will investigate complex issues across applications and infrastructure, communicate progress clearly, and contribute to process improvements that enhance the client experience.
Job responsibilities
- Troubleshoot production issues across application flows and supporting infrastructure to restore service quickly
- Monitor production environments for anomalies using standard observability and monitoring tools
- Coordinate incident triage, escalation, and stakeholder communications through resolution
- Analyze trends from incidents and service cases to identify recurring issues and improvement opportunities
- Participate in problem management activities, including root cause analysis and follow-up actions to prevent recurrence
- Support change and release-related activities by validating readiness, documenting risk, and tracking outcomes
- Partner with product, technology, operations, and client-facing teams to align on updates, timelines, and client impact
- Document known issues, workarounds, and standard operating procedures to improve support consistency
- Represent the support team in client calls, business reviews, and service discussions as needed
Required qualifications, capabilities and skills
- 2 years of experience troubleshooting and resolving technology service issues in a production environment
- Experience communicating incident status, impact, and next steps to senior stakeholders and cross-functional teams
- Ability to facilitate meetings and drive alignment on action items and timelines
- Demonstrated ability to manage multiple priorities with strong time management and organization skills
- Strong analytical and problem-solving skills, including the ability to identify patterns and isolate root causes
- Working knowledge of operating systems and productivity tools commonly used in corporate environments
- Experience supporting applications and/or infrastructure in large-scale technology environments (on-premises and/or cloud)
- Exposure to monitoring, alerting, and observability practices and tools
- Familiarity with IT service management concepts, including the Information Technology Infrastructure Library (ITIL) framework
- Demonstrated client service mindset, professionalism, and sense of urgency during high-severity incidents
- Interest in automation and emerging technologies (including AI tools) to improve productivity and service delivery
Preferred qualifications, capabilities and skills
- Multilingual proficiency in English and/or Spanish and/or Portuguese
- Experience supporting treasury, payments, cash management, and reconciliation processes
- Knowledge of connectivity and integration protocols such as SFTP, HTTPS, AS2, and API-based integrations
- Experience with scripting or programming to automate workflows and improve operational efficiency
- Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes
Additional Information
- Work within a 24x7 support model, including shift rotation and/or on-call coverage
All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.
In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.