Vantaca · 3 months ago
Engineering Support Manager
Wilmington, NC
Full-time
Onsite
Mid, Senior Level
5+ years expVantaca is a rapidly growing company that has achieved unicorn status with a $1.25B valuation, aiming to transform an entire industry through its innovative platform. The Engineering Support Manager will lead the support engineering team to enhance client service, improve ticket resolution processes, and maintain strong relationships with banking partners, all while ensuring compliance with service level agreements.
Artificial Intelligence (AI)Business IntelligenceBusiness Process Automation (BPA)Property ManagementSoftware
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
Qualification
Required
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
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
Preferred
Experience with banking/financial services or B2B SaaS environments preferred
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.
Great parental leave benefits.
Ongoing industry and professional development trainings available to all employees.
Company
Vantaca
Vantaca is an AI-driven platform that automates community management tasks while fostering growth and stronger relationships.
201-500 employees
H1B Sponsorship
Vantaca has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
Funding
Current Stage
Growth StageTotal Funding
$305MKey Investors
Cove Hill PartnersJMI Equity
2025-10-15Private Equity· $300M
2022-02-18Series Unknown· $5M
Leadership Team
Dave Sweyer
Founder
Recent News
2025-11-19
2025-11-12
Company data provided by crunchbase