Senior Digital Banking Support Lead

Blossom; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Company-paid health insurance

Dental coverage

Vision coverage

401(k)

Unlimited PTO

Employee assistance program

Voluntary supplemental insurance

Job summary

Blossom leads a Lead Support Specialist in Digital Banking, acting as the senior technical resource for the team and coordinating complex incidents across online and mobile banking integrations with core systems.

The role includes mentoring Tier 1 and Tier 2 staff, ensuring SLA targets, and driving cross-team collaboration with Engineering, Product, and Network Operations to deliver reliable service.

Qualifications

• Strong technical knowledge of digital banking platforms, MFA, and payment workflows.
• Proven ability to lead incident response and manage Sev1-Sev2 calls.
• Experience mentoring Tier 1/2 staff and driving process improvements.

Responsibilities

• Supervise and guide Tier 1/2 Support Specialists.
• Escalate and coordinate complex technical issues with clients and internal teams.
• Act as incident commander for Sev1-Sev2 incidents and produce RCAs.
• Lead post-incident reviews and implement fixes with Engineering and Product.

Skills

Digital banking platform

Incident management

SQL queries

Cross-team collaboration

Leadership

Education

Associate's degree in IT/Finance

Bachelor's degree preferred

Job description

Blossom leads a Lead Support Specialist in Digital Banking, acting as the senior technical resource for the team and coordinating complex incidents across online and mobile banking integrations with core systems.

The role includes mentoring Tier 1 and Tier 2 staff, ensuring SLA targets, and driving cross-team collaboration with Engineering, Product, and Network Operations to deliver reliable service.