Tech Stack

Description

In this role, you will lead Customer Support operations for AML solutions in International Markets. You'll manage a team of ~16 support engineers, oversee complex case resolution, drive backlog quality, and ensure customer success through operational excellence and cross-functional collaboration.

Requirements

• 10+ years in technical/customer support for enterprise software
• 3+ years leading support engineers
• Strong hands-on experience with AML/financial crime solutions
• Strong technical knowledge of Java and relational databases
• Experience with Tomcat, WebLogic, or WebSphere application servers

Responsibilities

• Oversee resolution of complex AML product cases and serve as escalation point
• Own and manage complete AML support backlog for International Markets
• Drive case prioritization, aging management, and KPI improvement
• Lead, coach, and mentor ~16 AML Support Engineers
• Engage with customers during escalations and partner with cross-functional teams