[Hiring] Lead Support Specialist @Blossom

Role Description

The Lead Support Specialist serves as the senior technical resource within the Digital Banking Support team. This role provides advanced troubleshooting expertise across online banking, mobile banking, and their integrations with the core system, oversees complex escalations, supports the Support Manager in ensuring consistent service delivery and operational effectiveness, and acts as the trusted technical bridge between clients, Engineering, Product, and Network Operations. The Lead is responsible for resolving high-impact technical issues, mentoring Tier 1 and Tier 2 team members, and promoting best practices across the support function. The Lead supervises the Digital Banking Support team and directs its daily work, while strategic direction for the overall support function remains with the Support Manager.

Qualifications

• Proficiency in digital banking platform systems.
• Advanced knowledge of online and mobile banking, authentication and multi-factor authentication (MFA), user access management, bill pay, transfers, and payment workflows.
• Ability to read and interpret advanced SQL queries.
• Strong understanding of digital banking configuration and integrations with core and third-party systems.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication skills, with the ability to explain complex digital banking or technical concepts to both technical and non-technical audiences.
• Strong cross-team collaboration and client interaction skills.
• Service-oriented mindset with a strong commitment to client support and issue resolution.
• Proficiency with Google Workspace or similar productivity tools.

Requirements

• Associate’s degree in Information Technology, Finance, Business, or a related field required; Bachelor’s degree strongly preferred.
• Minimum 4–6 years of experience in a technical support or application support role, preferably supporting fintech platforms, financial systems, or digital banking software.
• 4 or more years of demonstrated experience resolving complex or escalated client issues, including cross-system or integration-related problems.
• Proven experience leading major incident response.
• 3 or more years’ experience mentoring or providing guidance to junior support staff or coordinating issue resolution across support tiers preferred.
• 3 or more years of financial institution experience strongly preferred, particularly within credit unions or banking environments.

Benefits

• Company-paid medical, dental, and vision insurance for employees.
• Company-paid life and AD&D insurance.
• Company-paid short- and long-term disability.
• 401(k) retirement plan.
• Flexible Spending Accounts (FSA)/ Dependent Care Spending Account (DCSA).
• Unlimited PTO.
• Employee Assistance Program (EAP).
• Voluntary supplemental insurance options.