Senior Customer Success Manager – Technical Support

Role Overview

As a Senior Customer Success Manager – Technical Support, you will lead enterprise-level customer engagements by providing Level 2/3 technical support, driving proactive issue resolution, and ensuring high availability and reliability of our treasury and trade finance solutions. You will act as a key liaison between clients, product engineering, and implementation teams—ensuring technical excellence, timely problem resolution, and an exceptional customer experience.

Key Responsibilities • Provide Level 2/3 technical support for enterprise software applications, ensuring quick and effective resolution of incidents • Lead root cause analysis and preventive action planning for recurring issues • Manage and prioritize customer support tickets, ensuring SLA adherence and timely communication • Interface directly with client IT and finance teams to understand issues, provide solutions, and ensure system stability • Collaborate with product, QA, and engineering teams to troubleshoot, reproduce, and resolve complex technical problems • Maintain and update technical documentation, SOPs, and knowledge base articles for internal and client use • Conduct training and enablement sessions for client users and internal support teams • Analyze support trends and recommend product or process improvements to reduce future issues • Drive continuous improvement in support processes and tools • Mentor junior support engineers, providing guidance on complex troubleshooting and client management

Required Skills & Experience • 10–15 years of experience in Technical Support, Application Support, or Customer Success roles in enterprise software environments • Strong technical background in financial applications, treasury systems, or trade finance platforms preferred • Hands-on experience with databases (SQL), application servers, and API-based integrations • Solid understanding of incident, problem, and change management processes (ITIL framework) • Familiarity with CRM or ticketing tools (e.g., Jira, ServiceNow, Zendesk, or Salesforce) • Excellent analytical, troubleshooting, and debugging skills • Proven ability to communicate effectively with both technical and non-technical stakeholders • Strong leadership, mentoring, and escalation management capabilities • Bachelor's degree in Engineering, Computer Science, or related field; MBA or ITIL certification is a plus