Technical Account Manager - Sydney, Australia - Starling Bank

Description

At Engine by Starling, we are on a mission to find and work with leading banks all around the world who have the ambition to build rapid growth businesses, on our technology.

Engine is Starling's software-as-a-service (SaaS) business, the technology that was built to power Starling Bank, and two years ago we split out as a separate business.

Starling Bank has seen exceptional growth and success, and a large part of that is down to the fact that we have built our own modern technology from the ground up.

This SaaS technology platform is now available to banks and financial institutions all around the world, enabling them to benefit from the innovative digital features, and efficient back-office processes that has helped achieve Starling's success.

We draw upon our experience as knowledgeable bankers, and best in class technologists to become the chosen option for these banks, and preferred partners for leading consultancies.

As a company, everyone is expected to roll up their sleeves to help deliver great outcomes for our clients.

We are an engineering led company and we're looking for someone who will be excited by the potential for Engine's technology to transform banking in different markets around the world.

Hybrid Working

We have a Hybrid approach to working here at Engine - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person.

We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

About the Role

We're looking for a Technical Account Manager for Engine - the core banking SaaS platform which powers Starling Bank and other clients globally.

You will be responsible for building and managing relationships with clients, acting as the key contact point to our Engineering and Product teams.

As part of this role you will be required to participate in an On-Call rotation with the other Technical Account Managers to support our clients out of hours.

What you'll get to do:

• Manage all aspects of customer support and experience
• Communicating / coordinating platform changes
• Incident management and post incident reviews
• Helping to triage technical issues and queries
• Client Relationship Management
• Onboarding and implementation
• Change Management
• Knowledge Management
• Run monthly SLA meetings with clients
• Responsible for ensuring we meet our SLA obligations for our clients
• Work alongside our engineering teams to help define improvements to our platform
• Regularly review and update new and existing knowledge base materials to ensure accuracy and relevance

Requirements:

We're open-minded when it comes to hiring and we care more about aptitude and attitude than specific experience or qualifications.

• Experience in a Service Desk or in clientfacing platform support management
• Strong technical knowledge, including experience in working with cloudbased SaaS systems
• Good communication, listening and interpersonal skills with the ability to convey complex technical concepts to nontechnical stakeholders
• Experience in incident and problem management
• Financial Services experience would be a big plus but isn't necessary

The main part of our Tech Stack is listed below, we don't ask that you have experience in all of this, but if you do, that's great
Java, AWS & GCP, Microservice based architecture, Kubernetes (EKS), Terraform, Grafana, Instana
Interview process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you Our interviews are conversational and we want to get the best from you, so come with questions and be curious.

In general you can expect the below, following a chat with one of our Talent Team:

• Initial interview 45 minutes
• Second stage interview 1 hour
• Final interview 45 minutes

Benefits:

• 33 days holiday (including public holidays, which you can take when it works best for you)
• An extra day's holiday for your birthday
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• 16 hours paid volunteering time a year
• Salary sacrifice, company enhanced pension scheme
• Life insurance at 4x your salary & group income protection
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
• Generous familyfriendly policies
• Incentives refer a friend scheme
• Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
• Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

About us
Engine by Starling is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inc