Your primary responsibility is to support the DriveWealth platform - from internal broker-dealer teams using our management dashboard to external partners integrating with our REST APIs. You’ll also be responsible for building out and developing the support team, establishing support protocols, and managing the QA procedures. We are seeking someone that has exceptional attention to detail and values simplicity over complexity, both in processes and communication. You should be opinionated about what you build and offer constructive criticism on things you didn’t.

Requirements

• Develop test plans, test cases, test scripts and test reports.
• Further define and develop enhancements to existing support workflows using ticketing system and tools.
• Lead the Technical Support function, bridging the gap between internal product, engineering, and client facing teams. You'll focus on ensuring a smooth client experience by tackling high priority issues and driving resolution of issues.
• Own technical customer escalations and ensure application stability, including monitoring of partner Slack channels, troubleshooting of issues, and assisting partners in remediation.
• Collect information and document bugs with Engineering for product issues that are impacting internal and external customers.
• Create product and workflow documentation for use by business users and engineering. Develop familiarity with existing tools and help build new tools and dashboards to report and track usage, metrics and trends for further analysis.

Basic Qualifications

• A proven track record of leading helpful and efficient support teams.
• Demonstrated ability to write effective unit and integration tests.
• Experience with JIRA Service Desk and Confluence.
• Experience with CI/CD workflows using Jenkins and Github.
• Familiarity with modern web services and APIs.
• Thoughtful, patient, and direct communicator.
• Strong analytical and problem-solving skills.

Preferred Qualifications

• Understanding of REST and JSON
• Experience with Amazon Web Services

Benefits

Compensation and Retirement

• Stock Options
• 401k

Health and Wellness

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• FSA (Flexible Spending Plan)

Vacation and Time Off

• Paid time off
• Paid holidays
• Flexible working hours
• Work from home flexibility

Personal Development

• Continuing education reimbursement
• Conferences reimbursement

Values and QOL

• Snacks and beverages
• Pet-friendly workplace