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Technical Account Manager

1 month ago

Sydney, Australia Starling Bank Full time

Technical Account Manager - Engine by Starling

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 in the APAC region, 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 / co-ordinating 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 client-facing platform support management
- Strong technical knowledge, including experience in working with cloud-based SaaS systems
- Good communication, listening and interpersonal skills with the ability to convey complex technical concepts to non-technical 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:

- Short take home technical task to be discussed at the First interview
- First interview - 45 minutes
- Second stage interview - 1 hour
- Final interview 45 minutes

**Benefits**
- 25 days holiday. You'll also get your birthday on us
- The option to opt-out of public holidays
- The option to buy/sell up to 5 days of annual leave a year
- 16 hours paid volunteering time a year
- Superannuation
- Workers compensation insurance

**About us**

Engine by Starling is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Engine by Starling are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

Job ID FD22F02A96

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