Senior FinTech Support Engineer (Escalations & Training)

Kinective; United States; Remote; USD 70,000 - 95,000; Full time

Benefits offered by this job

Generously flexible PTO

Medical insurance

Dental insurance

Vision insurance

Pet insurance

Job summary

Kinective is seeking a Senior Software Support Specialist to deliver high-level customer service for our banking software suite. You will troubleshoot issues, escalate where needed, and collaborate with Product and Development teams to enhance Kinective products. You will also document knowledge articles and maintain Salesforce case management.

The role emphasizes hands-on support for bank/credit union clients, testing new features, and mentoring Tier 1/2 staff to ensure top-tier service levels.

Qualifications

• High school degree or higher; 4+ years in IT/banking preferred.
• Experience with bank/credit union systems is helpful.
• Strong MS Office, data analysis, and reporting skills.

Responsibilities

• Provide top-tier customer service in Kinective products.
• Participate in after-hours support rotation.
• Escalate Tier 1/2 product issues for resolution.
• Collaborate with Tier 1/2 and Product teams on enhancements.
• Maintain Salesforce tickets and track interactions.
• Create and update knowledge articles for internal/external use.

Skills

Customer service

Troubleshooting

Communication

SQL basics

Salesforce

Education

High school degree or higher

Tools

SQL Server Management Studio

VB.Net

Job description

Kinective is seeking a Senior Software Support Specialist to deliver high-level customer service for our banking software suite. You will troubleshoot issues, escalate where needed, and collaborate with Product and Development teams to enhance Kinective products. You will also document knowledge articles and maintain Salesforce case management.

The role emphasizes hands-on support for bank/credit union clients, testing new features, and mentoring Tier 1/2 staff to ensure top-tier service levels.