Manager II, Technical Escalations Engineering

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM Technical Account Managers work cross-functionally to support the largest and most complex Stripe users. Through trusted relationships, we offer customized, strategic consultations and proactively identify opportunity areas to help businesses deliver more value to their customers, optimize technical operations on their teams, and accelerate their global growth with Stripe. WHAT YOU'LL DO RESPONSIBILITIES * Provide a Gold Standard Experience to your assigned accounts' key stakeholders * Work with the wider Operations team to provide current state, resources, and knowledge to enable Gold Standard Experience across teams interacting directly with the user via support channels, external documentation, or product and feature feedback or development * Foster long-term user relationships that grow loyalty to Stripe and Stripe products * Work cross-functionally both internally and within your user's organizations to provide and implement operational solutions on subjects not limited to fraud, disputes, declines, product adoption, and global expansion * Work closely with Customer Success and other user-facing teams as part of a larger effort to support users on Stripe * Lead user-facing meetings both in person and through video chat * Collaborate on the continued design of this support offering * Create user-facing content for long-term solutions WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * Minimum 3 years of experience in enterprise-level client-facing work * Strong product sense and a drive to solve difficult, user-related problems * Strong written and verbal communication skills in English * Ability to lead complex integration conversations in a highly consultative and proactive manner * Familiarity with APIs and ability to explain API concepts to the largest and most technical Stripe customers * Familiarity with SQL and the ability to build basic queries and modify more complex ones * Strong technical troubleshooting skills and comfort interfacing with technical teams * A professional, confident, and collaborative personality as an adept client relationship manager, capable of engaging in business-level and technical conversations at multiple levels of the organization PREFERRED QUALIFICATIONS * An operations-savvy mindset, with the ability to identify and eliminate process friction while continuing to build scalable processes * Experience in small-to-medium-scale project management * Strong organizational skills and self-starting mindset * Experience with tools like Postman, Xcode, Python, Webhooks, and ETL * Experience in the payments industry

Qube Research & Technologies

IT Project and Incident Manager Qube Research & Technologies (QRT) is a global quantitative and systematic investment manager, operating in all liquid asset classes across the world. We are a technology and data driven group implementing a scientific approach to investing. Combining data, research, technology, and trading expertise has shaped our collaborative mindset, which enables us to solve the most complex challenges. QRT’s culture of innovation continuously drives our ambition to deliver high quality returns for our investors. Your future role within QRT * Act as a key point of contact for the APAC region and ensure effective collaboration with the global team * Understand and analyse business requirements. This includes working with traders, and other stakeholders to determine their requirements for trading platforms, risk management systems * Use data analysis tools to gather and analyse financial data * Project coordination with different teams, such as IT, Operations, and external vendors. Act as a liaison between the IT department and business units * Contribute to IT incident management process ensuring best practice incident response and follow up * Continuously seek ways to improve business processes and systems efficiency Your present skillset * 7+ years' relevant experience in a business analysis or technical role within a buy side or investment firm * Strong leadership and project management skills, with the capability to lead and manage complex projects from inception to completion * Incident Management skills, both incident response and incident follow up. Sense of urgency for production related matters * Excellent analytical and problem-solving skills, with an ability to analyse complex data * Good understanding of financial software, databases (SQL, etc.), programming languages (Python, etc.), and data analysis tools * Ability to work independently, and as part of a team in a fast-paced, dynamic environment * Knowledge of financial markets (specifically APAC region) and varied asset classes is crucial * Strong verbal and written communication skills QRT is an equal opportunity employer. We welcome diversity as essential to our success. QRT empowers employees to work openly and respectfully to achieve collective success. In addition to professional achievement, we are offering initiatives and programs to enable employees achieve a healthy work-life balance.

Databricks

P-1562 As a Leader within the Premier Support team at Databricks, you’ll be responsible for leading and managing a team of Designated Support Engineers which deliver white-glove support experiences for Databricks’ enterprise customers. You will be hiring, mentoring, and developing a team of strong customer technical advocates while closely partnering with go-to-market, field and product teams to deliver the best support experience to maximize customer satisfaction and reduce time to mitigation for technical issues and incidents. THE IMPACT YOU WILL HAVE * Hire, onboard, and develop a top-tier team of designated support engineers (DSE) * Identify and operationalize process improvements to meet or exceed team performance KPIs and create consistently exceptional support experiences * Partner closely with field, engineering, support, and other cross functional stakeholders within Databricks to ensure seamless post-sales experience and advocate customer needs. * Contribute to program enhancements and offerings tailored to evolving customer needs * Coordinate execution and collaborate across customers, accounts teams and regional GTM leadership teams to resolve technical blockers and drive high customer satisfaction * Conduct internal and external Support Experience QBRs WHAT WE LOOK FOR * 15+ years of industry experience, with at least 7+ years of management experience * Proven ability to hire and scale high-performing support or field teams, enabling them and helping them grow in larger roles * Ability to work with strategic customers driving multiple completing priorities * Preferred 5+ years of Technical experience in Python, Java or Scala-based application development, SQL databases, Linux/Unix systems, or cloud platforms (AWS, Azure, or GCP) * 5+ years of technical support or field leadership experience managing global technical teams. Open to occasional travel to team locations * Experience working cross-functionally with other teams such as Sales, Field Engineering, Product Management, and Engineering * Experience with influencing senior executives and and senior customer leaders * B.S degree in Computer Science or a related field is required (M.S. preferred) About Databricks Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook. Benefits At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region click here. Our Commitment to Diversity and Inclusion At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics. Compliance If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.