Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.
Team Lead, Technical Support
Company Overview (Intelligenz- Banyan's Portfolio Company)
Intelligenz Global is a leading provider of recreation and facilities management solutions for private and public sector organizations across the globe. We deliver innovative and comprehensive applications for managing facilities, bookings, memberships, recreation management, point-of-sale and payment applications solutions that help our clients achieve operational excellence. Our commitment to quality and customer satisfaction is at the core of everything we do.
Location: Calgary, Alberta (REMOTE)
Department: Customer Services and Technical Support
Reports to: COO
Job Overview
We are seeking a highly motivated and hands-on Team Lead, Technical Support to deliver outstanding levels of customer service to Intelligenz Solutions clients and enhance the customer experience. In this role, you will provide guidance on the use of the Intelligenz Solutions Application, and will be responsible for leading a team through solving complex customer problems and providing all tiers of support including final escalation. The successful candidate must be capable of troubleshooting and creating SQL scripts to resolve the most difficult and complicated issues with the ability to perform root cause analysis, manage escalated support and manage assigned tasks and priorities for the Development Team. This role requires previous leadership experience, and experience in the FinTech and/or Financial Planning & Analytics domain, SAP Crystal Reports, and Azure.
Key Responsibilities
Technical Support & Incident Management
- Serve as the primary contact for any customer issues and the Customer Support team
- Manage incident triage to prioritize and respond to incidents based on their severity and impact to ensure minimal business disruption
- Monitor KPIs and SLAs, and implement processes to ensure prompt and efficient resolution of technical issues
- P1 & P2 Management – Evaluate issue and determine resolution plan with team
- Prepare quotes for customers. 1) Understand their needs/scope of the project, and 2) Create a detailed estimate with a price breakdown
- Manage payment partnership compliance requirements (PCI) & act as the designated contact for payment providers (Ie. Moneris).
- Experience with IT, Cybersecurity compliance and risk management
- Own all incidents throughout the lifecycle and keep users informed about their incidents’ status
- Prioritize incidents according to their urgency and influence on the business
- Work directly with customers to responding to queries and resolve any technical issues in a timely and accurate way
- Identifying customer needs and helping customers use specific features
- Update our internal databases with information about technical issues and useful discussions with customers
- Log and document all incidents and their resolution to see if there are recurring malfunctions
- Create SQL scripts to resolve data issues and to migrate data from various legacy systems to Intelligenz systems
- Communicate with upper management if major issues are found in the system
- Support with customer registrations, additional support/database services, upgrades and implementations as required
- Provide consulting services to Customer as it relates to the use of the Intelligenz Solutions Application
- Complete ad hoc tasks as required
Development Team Integration & Support
- Partner with the Senior Technical Support Engineer to act as the conduit between the Development and Support Team to:
- Gain approval for tickets requiring Dev support
- Establish priority sequence for tickets requiring Dev support
- Software Development:
- Design, code, and implement new software applications, ensuring high-quality standards and alignment with development goals
- Perform ongoing incident type reviews to:
- Determine new and recurring application issues
- Assess overall business risks of the application issues and identify opportunities
- Provide findings/technical insight to the Development Team to improve application performance and overall customer experience
Root Cause Analysis and Escalated Support
- Investigate, diagnose and resolve incidents with end-users within the specified Service Level Agreements
- Document troubleshooting steps and service restoration details
- Ensure all actions/discussions pertaining to an incident are documented in the support ticketing system
- Provide occasional after-hours coverage for SLA support as needed
- Ability to interrogate data and logically step through, identify and resolve data related issues using SQL
- Provide remote assistance and training with clients on related areas of the software
Personal and Team Development
- Proactively maintain and increase the team’s and our own technical knowledge
- Identify training opportunities and own any process gaps and knowledge gaps for yourself and the team
Documentation
- Assist with and create documentation to help educate customers and internal team on technical aspects of the product
Key Qualifications
- 10+ years of experience in a technical and customer-facing support role with a focus on Finance/Accounting systems
- Prior experience working with/for FinTechs is an advantage
- Experience with ERP solutions, SaaS products, or cloud-based services like Azure is essential
- Strong technical proficiency with the Microsoft platform, including SQL, .NET 6, and cloud setups, especially in Azure
- Experience with troubleshooting and resolving complex customer issues is a must
- Demonstrated ability to learn complex technologies and software quickly
- You’re not afraid to roll up your sleeves and lead by example, resolving customer issues and managing projects directly
- Excellent communication and problem-solving abilities, with the ability to convey technical concepts to non-technical stakeholders
- Familiarity with CRM systems (e.g., Avaza, Jira), support ticketing systems, and analytics tools to track performance.
- Bachelor's degree in a related field (e.g., Information Technology, Computer Science) or equivalent experience.
What We Offer
- Competitive salary and benefits package.
- Opportunities for career growth and development.
- A dynamic and inclusive work environment.
- The opportunity to work with cutting-edge technology and innovative solutions.
Intelligenz encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodation needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.
Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
