Senior Digital Banking Support Lead & Incident Commander

Blossom; Coral Gables (FL); Hybrid; USD 95,000 - 135,000; Full time

Benefits offered by this job

Company-paid medical, dental, vision

401(k) retirement plan

Unlimited PTO

EAP

Flexible Spending Accounts

Job summary

Blossom is seeking a Lead Support Specialist to act as the senior technical resource within the Digital Banking Support team. You will oversee complex escalations, mentor Tier 1/2 staff, and coordinate with Engineering, Product, and Network Operations to ensure top-tier service delivery.

This role directs daily team work while shaping long-term support improvements. You will manage Sev1–Sev2 incident responses, document RCAs, and drive knowledge development to improve client satisfaction and

Qualifications

• Associate degree required; bachelor’s degree preferred in IT, finance or business.
• Minimum 4–6 years in technical or application support in fintech or banking.
• Experience leading incident response and mentoring junior staff.

Responsibilities

• Lead and guide Tier 1 and Tier 2 specialists on digital banking platforms.
• Coordinate Sev1–Sev2 incidents and write client-facing RCAs.
• Mentor team members and contribute to knowledge base.
• Ensure SLAs, KPIs, and service quality targets are met.
• Collaborate with Engineering, Product, QA, and clients on fixes.

Skills

Digital banking systems

Online banking

Mobile banking

SQL queries

Analytical skills

Incident leadership

Communication skills

Cross-team collaboration

Google Workspace

Education

Associate degree in IT/Finance/Business

Bachelor’s degree preferred

Tools

SQL

Job description

Blossom is seeking a Lead Support Specialist to act as the senior technical resource within the Digital Banking Support team. You will oversee complex escalations, mentor Tier 1/2 staff, and coordinate with Engineering, Product, and Network Operations to ensure top-tier service delivery.

This role directs daily team work while shaping long-term support improvements. You will manage Sev1–Sev2 incident responses, document RCAs, and drive knowledge development to improve client satisfaction and