Q2 is seeking a Software Engineer Manager to manage two different teams. One of the teams is a development team responsible for developing new features and functions for the Q2 SDK, which is a robust extensibility platform for the Q2 Digital Banking product. The other team is a developer support team that is responsible for handling inbound requests from external customers and developers seeking technical support for the Q2 SDK Solution. The role requires experience in the software development as well as familiarity with software support. Qualified candidates must have experience with ticket-based application support, strong communication and organization skills, development experience with Python and SQL and must show demonstrable experience managing a software development team.
Responsibilities (A Typical Day):
- Perform team and individual assessments of performance
- Use established metrics to guide the team and make adjustments to resources or processes to improve team efficiency and overall quality
- Report on project status, obstacles and remediation plans to upper management
- Ensure teams adhere to Q2 policies and processes
- Participate in roadmap and resource planning on quarterly and yearly basis
- Anticipate team needs and be proactive in ensuring teams have the tools they need to be successful.
- Facilitate our Agile SDLC by hosting dialy standups, grooming and planning meetings
- Lead the Q2 platform knowledge acquisition for the SDK Development and Support teams as a whole, and partner with Internal and External Development Teams to improve the overall supportability of the Q2 SDK platform
- Regularly update customers via phone, email or client relationship management tool of ongoing troubleshooting and resolution efforts
- Regularly receive escalated cases from management, and must prioritize accordingly
- Route tickets to appropriate team members and other Q2 departments as need while keeping the customer updated with status.
- Proactively seek out, research, and implement improvements to better serve customers
- Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
- Cultivate cross-department communication, collaboration, and synergy
- Share best practices with team members to enhance the quality and efficiency of customer support
- Enable the advancement of others on the team by providing technical guidance and feedback
- May be called on to conduct training for others to facilitate technical development, or to educate the team on technical details, issues, processes, or troubleshooting
Requirements
- Typically requires a Bachelor's degree and a minimum of 10 years of related experience; or an advanced degree with 8+ years of experience; or equivalent related work experience.
- Previous experience managing a team of software engineers with demonstrable successful results
- Must have strong leadership skills
- Must have a strong understanding of remote tools and networking
- Experience with source code management (GitLab), and build/deployment tools (Nomad/Jenkins)
- Experience with Python and .NET programming a plus
- Knowledge of AI platforms and benefits of AI a plus
- Must have the ability to work on multiple assignments, prioritize, and resolves issues in a timely manner
- Ability to discuss technical concepts with non-technical customers, deal with tight timelines and demanding constraints needed
- Previous knowledge of the banking industry and practices preferred
- Expert level understanding of the Q2 architecture and process work flow needed
- Must have excellent communication skills and have the ability to interact with C-level executives
- Strong organization skills needed
- Strong attention to detail is required
- Must be able to work non-standard hours as needed to support on-call team members and perform scheduled work
