About the role
The Role in Short
We are looking for a qualified Technical Manager to oversee and own the operational health of a portfolio of customer accounts. As part of the One Support Team, you will work with the VP of Technology and Sr Technical Director to ensure customers achieve continuous success and platform stability after their initial digital transformation rollout.
You are the definitive technical contact and trusted advisor to our customers throughout their post-implementation lifecycle with the Backbase platform. As a Technical Manager, you must be a tech-savvy professional capable of translating complex operational details and root-cause analyses to a non-technical audience. You can navigate deep technical troubleshooting sessions with developers just as confidently as you can present operational metrics in a boardroom with a CIO. You will leverage your technical, product, and business expertise to drive product adoption, ensure seamless post-go-live support, and build lasting customer relationships.
Meet the Job
- Use your technical troubleshooting expertise to define and drive our clients’ long-term technical support and operational strategy.
- Address all complex, post-live product queries and escalations in a timely manner, engaging the necessary Tier-3/Tier-4 stakeholders within the Backbase organization.
- Build strong relationships with key stakeholders, working closely with lead enterprise architects and C-level executives to ensure platform stability and performance.
- Act as the ultimate internal advocate for the live client, bringing the voice of the customer and operational feedback into the rest of the Backbase organization.
- Identify opportunities for better platform adoption, provide guidance on maintenance best practices for custom components, and help align client upgrade paths with our R&D roadmap.
- Work with our R&D organization to channel post-implementation feedback, helping to prioritize bug fixes, operational improvements, and potential new features.
- Analyze customers’ live environments and suggest architecture upgrades, performance optimizations, or additional features to meet evolving business requirements.
- Collaborate closely with the Project Implementation teams during the final phases of delivery to ensure a seamless handover to the support organization and guarantee long-term operational readiness.
How About You
- You have 10+ years of overall experience, with at least 5 years in Technical Support Leadership, Incident Management, or Site Reliability Engineering (SRE) roles.
- You possess excellent written, verbal, and presentation skills, specifically in communicating root-cause analyses, incident reports, and technical concepts to audiences of varying technical fluency.
- You have a solid technical background with hands-on experience supporting, operating, and troubleshooting complex banking software environments (experience maintaining live digital transformation projects is a plus).
- You possess deep troubleshooting experience across most of our technology stack: Java, Spring, Maven, Gradle, Angular, Kotlin, Cloud Deployments, Docker, Kubernetes, and Swift. Having a cloud certification (e.g., AWS Certified Solutions Architect) is a significant advantage.
- You have a strong grasp of technical architectures and can collaborate with product engineering teams to provide scalable workarounds and permanent solutions for live customer environments.
- You are highly familiar with ITIL, SLA management, and Agile methodologies, understanding how to steer stakeholders effectively during high-pressure support scenarios.
- You hold a BSc/MSc degree in Computer Science or a relevant field.
- You are fluent in English and Spanish.