Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company – we're building the category-defining platform that will transform how an entire industry operates.

Here's the reality of our trajectory:

Growing 100% year-over-year
Our AI product (HOAi) went from $0 to millions in months
Backed by Cove Hill Partners and JMI Private Equity
6M+ doors on our platform, displacing legacy systems

We are a winning team that believes in working together to make big ideas happen. We are a collaborative and visionary group that holds ourselves accountable for our results. Our ability to be nurturing and agile allows us to adapt to change and support each other through any challenges that come our way. We are customer-centric, meaning that we put our customers' needs and preferences at the heart of our work. We are authentic game changers that are building something cool and people like it here.

Overview

The Engineering Support Manager will lead our support engineering team to deliver exceptional client service through efficient ticket resolution and proactive support strategies. This role is critical in maintaining strong relationships with banking partners while ensuring our support operations meet and exceed SLA requirements. The Engineering Support Manager will drive continuous improvement in ticket resolution processes, manage and develop support engineering staff, and serve as a key liaison between clients, banking partners, and internal engineering teams.

This position offers the opportunity to make a significant impact on client satisfaction while building and leading a high-performing technical support organization.

Accountability Key Initiatives

Drive improvement in ticket resolution times and client satisfaction metrics
Ensure consistent achievement of ticket SLAs across all priority levels
Develop and implement proactive support strategies to reduce incoming ticket volume
Build strong communication channels with banking partners and key clients
Lead, mentor, and develop the support engineering team

Expectations for Success

Achievement of 95%+ SLA compliance across all ticket categories
Reduction in average ticket cycle time by 20% year-over-year
Decrease in open ticket backlog and aging tickets
Client satisfaction scores of 4.5+ out of 5.0
Team member retention and development metrics
Successful implementation of proactive support initiatives resulting in reduced ticket volume

Core Values

Always Growing: Likes change and enjoys finding new ways to improve their knowledge and the product. Always ready to learn quickly, helping themselves and the team grow.
Win as a Team: Builds trust and works together by making sure everyone communicates well. Actively involved in daily work, working closely with the team, listening to their ideas, and celebrating successes together.
Accountability Starts with Me: Notices problems and takes personal action to solve them.
Unwavering Commitment to Customer Experience: Regularly talks to customers, taking personal responsibility to understand what they need, address concerns, and make their experience better with improved Vantaca processes.
Innovate Boldly: We challenge the status quo and push boundaries to create meaningful change. We act with urgency and purpose, knowing that innovation drives our success.

Responsibilities

Manage daily support engineering operations, including ticket queue management, prioritization, and resource allocation
Monitor and report on key metrics including ticket SLAs, cycle times, open ticket counts, and resolution rates
Establish and maintain strong relationships with banking partners, conducting regular review meetings and addressing escalations
Develop and implement proactive support strategies, including knowledge base improvements, client training, and preventive maintenance programs
Lead, coach, and develop support engineering team members, conducting regular 1:1s, performance reviews, and career development planning
Collaborate with Product and Engineering teams to advocate for supportability improvements and client needs
Create and refine support processes, documentation, and standard operating procedures
Manage escalations and serve as point of contact for critical client issues
Analyze support trends to identify areas for product improvement and process optimization
Participate in hiring, onboarding, and training of new support engineering team members

Requirements

5+ years of experience in technical support or engineering roles, with at least 2 years in a leadership position
Strong understanding of SLA management, ticket systems, and support metrics
Experience with banking/financial services or B2B SaaS environments preferred
Proven track record of improving support operations and client satisfaction
Excellent communication skills with ability to interface effectively with technical teams, clients, and executive stakeholders
Strong analytical and problem-solving skills with data-driven decision-making approach
Experience with support ticketing systems (e.g., Jira, ServiceNow, Zendesk)
Technical background with understanding of software development, databases, and troubleshooting methodologies
Demonstrated ability to lead and develop technical teams
Bachelor's degree in Computer Science, Engineering, or related field, or equivalent experience

Why You Should Join Our Team

Our eNPS is +68! (Google it, that is great).
Benefits: Medical, Dental, and Vision kick in day one.
Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year).
401K with Company Match.
Remote Flexible - come to the office when needed.
Great parental leave benefits.
Named on Inc 5000 list of America’s Fastest Growing Private Companies.
Named on Inc 5000 Vet 100 Private Companies list multiple years in a row.
Winner of Coastal Entrepreneur Award, Technology Category.
Active employee-led Culture Committee.
Ongoing industry and professional development trainings available to all employees.
Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community.
We’re playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We’re building something cool and people like it here.

We receive many resumes for our open positions and each one is reviewed by a human being on our recruiting team. We will compare your background with the qualifications and requirements for the position.

If you are selected for an interview you will receive an e-mail from someone on our recruiting team with an @vantaca.com email address. It may take some time for us to review all of the applications so give us some time to respond. We appreciate your interest in this role.

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Req ID: R11

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