Intuit Partnership Technical Support Engineer - Tax Lead 

Kenya, Nairobi County, Nairobi 

496450484

Your Impact:

• Drive Partner Success: Diagnose and resolve complex connection issues, provide expert training, and proactively monitor partner connection health.
• Lead Global Escalations: Tackle challenging escalations from internal teams, leveraging your technical expertise to find effective solutions.
• Build Strong Partnerships: Foster collaborative relationships with partners, becoming a trusted advisor and problem-solver.
• Lead: Guide and inspire a talented team, fostering a culture of excellence and continuous improvement.
• Optimize Customer Experiences: by ensuring successful bank feed connections.

What You'll Bring:

• Customer-Centric Technical Expertise: Proven track record in providing exceptional technical support, with a strong focus on enhancing customer satisfaction and resolving complex issues.
• Tax Domain Acumen: In-depth understanding of tax principles and processes, enabling effective support for tax-related products and services.
• Platform-Level Diagnostic Skills: Advanced technical proficiency in analyzing and troubleshooting platform-level connection defects, with a demonstrated ability to identify root causes and implement effective solutions.
• Strategic Communication and Stakeholder Engagement: Exceptional communication and interpersonal skills, with the ability to articulate technical concepts clearly and build strong relationships with stakeholders at all levels.
• Team Leadership and Development: Demonstrated ability to lead, mentor, and develop technical support teams, fostering a collaborative and high-performing environment.
• Innovation and Impact: Passion for contributing to a dynamic team that is driving innovation and transforming the financial landscape.
• Platform-Level Diagnostic Skills: Advanced technical proficiency in analyzing and troubleshooting platform-level connection defects, with a demonstrated ability to identify root causes and implement effective solutions.

• Facilitate Technical Excellence: Collaborate with the team to ensure exceptional technical and partner support delivery.
• Drive Partner Success and Exceed Support Commitments: Ensure contracted support commitments are not just met, but exceeded, fostering strong, lasting partner relationships.
• Build Executive-Level Partnerships: Cultivate and maintain strong relationships with bank executives through proactive and effective communication.
• Master Technical Expertise: Maintain a deep understanding of APIs, including FDX and OFX, to effectively resolve complex technical issues.
• Collaborate Cross-Functionally: Partner with product, platform, and customer success teams to deliver timely and effective support solutions.
• Champion Incident Management: Oversee incident management, request management and event monitoring processes, ensuring swift resolution, minimizing disruptions, and effectively managing conflicts that arise during the resolution process.
• Optimize Support Operations: Identify and implement process improvements to enhance efficiency and effectiveness.

Required:

• Bachelor's degree in Computer Science, a related field, or equivalent experience in Online Banking and API Connectivity.
• Minimum 5+ years of experience in client or partner-facing technical support.
• Strong technical proficiency with APIs, including FDX and OFX, and demonstrated ability to troubleshoot complex technical issues.
• Strong Splunk experience, including the ability to create and interpret complex Splunk queries and dashboards.
• Excellent verbal and written communication skills, with the ability to articulate technical concepts to both technical and non-technical audiences.
• Deep understanding of incident management, request management, event monitoring processes and experience managing escalations.
• Advanced knowledge of taxes
• Strong problem-solving and analytical skills, with the ability to conduct independent research and analysis.
• Demonstrated ability to effectively manage conflicts and resolve disagreements in a professional and timely manner.
• Ability to work a flexible schedule.

Preferred:

• Experience supporting Intuit products (Turbo Tax, Quicken, QuickBooks, Credit Karma) and familiarity with Intuit's aggregation applications.
• Strong project/program management experience.
• Familiarity with REST API concepts, and authentication/authorization methods.
• Ability to learn complex financial services concepts quickly.