Engineering Support Manager

Description

Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company - we're building the category-defining platform that will transform how an entire industry operates.

Here's the reality of our trajectory:

* Growing 100% year-over-year

* Our AI product (HOAi) went from $0 to millions in months

* Backed by Cove Hill Partners and JMI Private Equity

* 6M+ doors on our platform, displacing legacy systems

We are a winning team that believes in working together to make big ideas happen. We are a collaborative and visionary group that holds ourselves accountable for our results. Our ability to be nurturing and agile allows us to adapt to change and support each other through any challenges that come our way. We are customer-centric, meaning that we put our customers' needs and preferences at the heart of our work.

We are authentic game changers that are building something cool and people like it here.

Overview

The Engineering Support Manager will lead our support engineering team to deliver exceptional client service through efficient ticket resolution and proactive support strategies. This role is critical in maintaining strong relationships with banking partners while ensuring our support operations meet and exceed SLA requirements. The Engineering Support Manager will drive continuous improvement in ticket resolution processes, manage and develop support engineering staff, and serve as a key liaison between clients, banking partners, and internal engineering teams.

This position offers the opportunity to make a significant impact on client satisfaction while building and leading a high-performing technical support organization.

Accountability Key Initiatives

* Drive improvement in ticket resolution times and client satisfaction metrics

* Ensure consistent achievement of ticket SLAs across all priority levels

* Develop and implement proactive support strategies to reduce incoming ticket volume

* Build strong communication channels with banking partners and key clients

* Lead, mentor, and develop the support engineering team

Expectations for Success

* Achievement of 95%+ SLA compliance across all ticket categories

* Reduction in average ticket cycle time by 20% year-over-year

* Decrease in open ticket backlog and aging tickets

* Client satisfaction scores of 4.5+ out of 5.0

* Team member retention and development metrics

* Successful implementation of proactive support initiatives resulting in reduced ticket volume

Core Values

* Always Growing:
Likes change and enjoys finding new ways to improve their knowledge and the product. Always ready to learn quickly, helping themselves and the team grow.

* Win as a Team:
Builds trust and works together by making sure everyone communicates well. Actively involved in daily work, working closely with the team, listening to their ideas, and celebrating successes together.

* Accountability Starts with Me:
Notices problems and takes personal action to solve them.

* Unwavering Commitment to Customer

Experience:

Regularly talks to customers, taking personal responsibility to understand what they need, address concerns, and make their experience better with improved Vantaca processes.

* Innovate Boldly:
We challenge the status quo and push boundaries to create meaningful change. We act with urgency and purpose, knowing that innovation drives our success.

Responsibilities

* Manage daily support engineering operations, including ticket queue management, prioritization, and resource allocation

* Monitor and report on key metrics including ticket SLAs, cycle times, open ticket counts, and resolution rates

* Establish and maintain strong relationships with banking partners, conducting regular review meetings and addressing escalations

* Develop and implement proactive support strategies, including knowledge base improvements, client training, and preventive maintenance programs

* Lead, coach, and develop support engineering team members, conducting regular 1:1s, performance reviews, and career development planning

* Collaborate with Product and Engineering teams to advocate for supportability improvements and client needs

* Create and refine support processes, documentation, and standard operating procedures

* Manage escalations and serve as point of contact for critical client issues

* Analyze support trends to identify areas for product improvement and process optimization

* Participate in hiring, onboarding, and training of new support engineering team members

Requirements

* 5+ years of experience in technical support or engineering roles, with at least 2 years in a leadership position

* Strong understanding of SLA management, ticket systems, and support metrics

* Experience with banking/financial services or B2B SaaS environments preferred

* Proven track record of improving support operations and client satisfaction

* Excellent communication skills with ability to interface effectively with technical teams, clients,…