Search for Customer Support Engineer and Team Lead roles in Charlotte, NC, specifically within the FinTech industry, for experienced professionals with a focus on customer support and technical problem-solving skills.

Okay, I've searched for Customer Support Engineer and Team Lead roles in Charlotte, NC within the FinTech industry. I've found 25 positions that match your criteria focusing on customer support and technical problem-solving skills.

Customer Support Engineer

Team Lead

Charlotte, NC

FinTech

customer support

technical problem-solving

Can you help me to analyze the job description and company culture?

Sure. Here's the analysis:

Job Analysis:

The Customer Support Engineer roles, both for Team Lead and individual contributor positions, aim to establish a robust support function for a FinTech client focused on enhancing banking and SMB operations in a digital age. The principal responsibility of the Customer Support Engineer is to ensure a seamless customer experience, acting as the crucial liaison between technical teams and clients while troubleshooting and resolving technical queries. This requires not just technical acumen, particularly in SaaS platforms, but also strong communication and problem-solving skills to navigate customer inquiries effectively. The Team Lead, meanwhile, does not merely oversee support but mentors the team, ensuring consistent high service quality while analyzing key metrics to drive performance improvement. Candidates will face challenges such as managing customer escalations, maintaining high service standards in a fast-paced environment, and collaborating cross-functionally to foster solutions. Success in this role is indicated by customer satisfaction levels, efficiency metrics, and the team's overall performance in meeting organizational goals within the first year.

Company Analysis:

HireNetworks operates at the intersection of modern recruiting practices and personalized engagement, serving companies that demand a tailored approach to talent acquisition. The organization's emphasis on a partnership model reflects a deep understanding of their clients' needs, values, and organizational dynamics. Given its position within the FinTech space, they are a growing player, focusing on innovative solutions that enhance banking operations. The culture at HireNetworks is presumably collaborative and growth-focused, valuing curiosity and problem-solving, which aligns perfectly with the requirements of the Customer Support Engineer role. The company itself thrives on agility and responding to market changes, suggesting that candidates should exhibit a balance of technical expertise and adaptive interpersonal skills. This role isn't just a contribution to the immediate support team; it plays a pivotal part in the larger narrative of delivering superior customer service amid a high-growth environment, fitting into the broader goal of enhancing client relationships and satisfaction.

Mock up some interview questions based on the job description.

Absolutely. Here are some mock interview questions that could come up:

Tell me about a time when you faced a challenging customer issue. How did you handle it, and what was the outcome?
Describe an instance where you had to mentor someone on your team. What approach did you take, and what was the result?
Can you discuss a time when you improved a process within your team or company? What challenges did you face during implementation?
What specific strategies would you employ to ensure high service standards within a customer support team?
How would you approach troubleshooting an issue reported by a key banking client?
Can you explain your experience with the ELK stack and how it relates to the role of a Customer Support Engineer?
Describe your experience working with ticketing systems and how you leverage them for efficient customer support.
How familiar are you with CI/CD processes, and how would you incorporate this understanding into your daily responsibilities as a Customer Support Engineer?
Imagine you are faced with a situation where a client is frustrated due to a recurring problem that you have escalated several times. How would you handle this conversation?
Why are you interested in working at HireNetworks specifically, and how do you think your background aligns with our mission?
What do you think are the most important qualities for someone in the Customer Support Engineer role at a FinTech company?
Given that HireNetworks stresses the importance of relationship-building, how would you foster relationships with internal teams to enhance customer support?
What aspects of your professional growth do you hope to pursue in the next few years with us?
How do you see the role of a Customer Support Engineer evolving in the context of technology advancements in FinTech?

Job Details

Overview Company

Customer Support Engineer

HireNetworks

23 days ago

Highlight

OnsiteFull-time2+ yearsMid

Summary

HireNetworks is seeking a Customer Support Engineer and a Team Lead for their FinTech client in Charlotte, NC. The roles involve building and leading a new customer support function, providing quality support to SMB customers, and ensuring high service standards.

About the Role

As a Team Lead, you will mentor and guide the support team, monitor performance, and serve as a primary escalation point for critical customer issues. Both roles involve coordinating with global support teams, handling customer inquiries, troubleshooting SaaS platform issues, and collaborating with internal teams for issue resolution. You will also provide proactive guidance to customers and participate in the 24x7 On-Call rotation for major incidents.

About You

Required:

TEAM LEAD --- 5+ years of experience in customer support or technical support and 2+ years of experience leading or mentoring a support team.
INDIVIDUAL CONTRIBUTOR --- 2+ years of experience in customer support or technical support.
Excellent communication skills with the ability to interact professionally with banking customers.
Strong problem-solving skills with the ability to troubleshoot technical issues.

Preferred:

Experience working in a SaaS or fintech environment.
Familiarity with ticketing systems, knowledge bases, and support best practices.
Experience with the ELK stack (Elastic Search, Logstash, Kibana).
Experience with Docker, Kubernetes – AKS.
Exposure to CI/CD.
Experience with Azure stack is a must.
Experience with IaC, Terraform (preferred).
Experience with data architecture patterns e.g. Kappa, Lambda architectures.
Experience with data streaming and ETL tooling, Data Bricks, Kafka, Hadoop.
Familiarity with Java and Open-Source ecosystem.

Benefits

Competitive salary and bonus.
Excellent benefit package including 401k and health insurance.
Access to career coaching, life coaching, and therapy.
Access to Engineering Learning & Development tool, Pluralsight.

HireNetworks

At HireNetworks, our approach is highly personalized because we work directly with you as your partner to identify and attract the best talent in our industry. We take the time to learn about your company’s values, character and spirit. Then we use our search methodologies to locate the best candidates for your needs. With thousands of hires in our experience, our goal is to find an exact match for your company. You can expect us to present 3 to 5 candidates per search. We respect your time, and our goal is to help you obtain the best talent possible.

HireNetworks challenges traditional recruiting and staffing agencies by engaging as an outsourced HR team. We proactively assist companies with recruiting and hiring multidisciplinary teams whose skills range from technology and finance to sales and research. We also provide focused executive recruiting searches for senior leadership with the experience and skills needed to help companies navigate high growth through our in house executive recruiting firm, Campbell & James.

When looking for a job, have you ever heard the phrase… it is not about what you know, it is who you know?

At HireNetworks, it really is all about who we know.

Whether your current contract is coming to a close, you are looking to advance your career or are a company on the hunt for new talent and wanting to expand…let HireNetworks put our networks to work for you.

HireNetworks is an equal opportunity employer.

Charlotte, NC