Technical Support Project Manager 3

Job Title

Lead the post-implementation execution of projects for clients: municipalities, agencies, universities, private operators. Responsible for determining root-cause software/platform flaws through case intake and research and developing technical solutions to improve product functionality for customer operations. Help driving the technical, operational, and financial success of Passport's products, including Parking, Mobile Payment, Digital Permits, Mobile Ticketing, and Citation Management. Work with Product Managers and other teams to translate the product vision and strategy into business requirements that allow the Engineering team to build even better products for our clients. Drive post-implementation technology project execution by ensuring projects are well organized and completed in a timely and effective manner. Create and manage technical project plans including scoping documents, timelines, schedules and Gantt charts. Manage projects and act as a liaison between all stakeholders (including external clients and internal teams such as Sales, Client Success, and Product) leading strategic initiatives throughout the full project lifecycle. Develop external functionality to perform scoped product changes, designing stored procedures, SQL functions and views, and import and export data mappings. Prepare detailed documentation, instructing how to reproduce software flaw, and escalate to Development team for resolution. Provide initial technical and troubleshooting support for Passport Clients looking to add or modify a Merchant Account used for processing Passport Platform transactions. Help identify system defects or areas for enhancement on Passport's Payments Services and escalate to the Product & Engineering teams as needed. Assist with the monitoring and communication of impacts or outages on Passport's payments services and third-party integrations. Educate lines of business on project issues, technology hurdles, and new avenues to leverage products offered. Scope out new product functionality, enhancements, exports, imports, stored procedures and software jobs to handle the operations of customers' always-evolving business rules. Own the communication and coordination with clients and across Passport teams. Liaise professionally and effectively with customers to resolve challenges, providing detailed instructions to correct configurations, facilitate additional product trainings, and/or provide interim solutions until software flaw is remediated internally. Provide reconciliation support for client experiencing out-of-balances issues across their Passport & Merchant Accounts. Address client inquiries on Passport's PCI and SOC compliance, providing appropriate documentation when applicable.

Requirements: Bachelor's degree, or equivalent, in Computer Science, Computer Engineering or related degree with 4 years of experience supporting application in a production environment, including Project Management experience. Experience must include: 1) DevOps, system administration or application development; 2) creating and running complex SQL; 3) step through and debug code; 4) write SQL queries, including multiple table joins; 5) implementing/supporting point of sale solutions, card processing platforms or other FinTech solutions; 6) software reporting tools, such as Telerik or Crystal Reports.