Technical Support Manager - Fintech SaaS, Stock Options

equipifi; Scottsdale (AZ); Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive compensation

Unlimited Paid Time Off

401(k) with 50% match

Comprehensive health insurance

Flexible hybrid work model

Job summary

Equipifi, a fintech startup in Scottsdale, Arizona, is seeking a Technical Support Manager to develop and lead their support operations. This role involves establishing a strong support framework, managing Tier 2 support for financial institutions, and launching tools for self-service. The ideal candidate should have over 5 years of technical support experience in B2B SaaS, knowledge of ticketing systems, and strong troubleshooting skills. Equipifi offers competitive compensation, unlimited PTO, and a flexible work-from-home policy.

Qualifications

• 5+ years in technical support, support operations, or support management in B2B SaaS.
• Experience building a support function with ticketing systems and SLAs.
• Hands-on experience with AI-powered support tools.

Responsibilities

• Build the entire support operating model from scratch.
• Launch a v1 knowledge base and establish SLAs.
• Partner with Product to evolve the Customer Portal into a self-service hub.

Skills

Technical support experience

Experience with SaaS

Troubleshooting skills

Written communication

Tools

Zendesk

Salesforce Service Cloud

JIRA Service Management

Job description

Equipifi, a fintech startup in Scottsdale, Arizona, is seeking a Technical Support Manager to develop and lead their support operations. This role involves establishing a strong support framework, managing Tier 2 support for financial institutions, and launching tools for self-service. The ideal candidate should have over 5 years of technical support experience in B2B SaaS, knowledge of ticketing systems, and strong troubleshooting skills. Equipifi offers competitive compensation, unlimited PTO, and a flexible work-from-home policy.