[Remote] Customer Supportability Professional 1 - GBSG (Payroll & Payments Investigation)

Note: The job is a remote job and is open to candidates in USA. Intuit is a company focused on providing solutions for financial management, and they are seeking a Supportability Specialist for their Payroll and Payments Investigations team. This role involves managing product investigations, resolving customer-facing bugs, and utilizing data to drive improvements in product quality and operational excellence.


Responsibilities

  • Product Investigation (INV) Management: Manage the INV process by gathering information from customer feedback and internal reports to diagnose root causes and provide visibility into product quality
  • Defect Resolution: Partner closely with Product Development teams to review and resolve customer-facing bugs while providing critical support to front-line experts
  • Escalation & Leadership: Act as a team Point of Contact (POC) and escalation handler, providing leadership coverage and mentoring agents to uplift team performance
  • Data Utilization: Master data environments using Splunk and SQL to capture, access, and analyze key insights that drive systemic improvements across Products, Processes, and People (3P)
  • Operational Excellence: Manage investigation volumes to ensure all service level agreements (SLAs) with dependent teams are met
  • Continuous Improvement: Identify trends and deliver insights that drive product and process enhancements, creating standard operating procedures (SOPs) as a super user for updates

Skills

  • Deep Domain Knowledge: Highly skilled specialists with extensive experience within the product ecosystem, capable of identifying solutions beyond standard product defects
  • Technical Toolset: Proficient in sophisticated tools including Jira, SQL, Splunk, Sentinel, CS Server, Expert Access, OBill, Salesforce, and the Google Suite
  • Advanced Problem Solving: Critical thinking abilities to navigate challenging scenarios and break down complex problems into actionable components
  • Strategic Communication: Adept at delivering tailored messages to customers, frontline agents, and engineering teams while facilitating advantageous brand conversations
  • Operational Rigor: Ability to balance multiple priorities independently, assessing issue urgency in relation to customer impact to meet critical deadlines

Benefits

  • Competitive compensation package
  • Cash bonus
  • Equity rewards
  • Benefits

Company Overview

  • Intuit provides financial software solutions to empower individuals and businesses. It was founded in 1983, and is headquartered in Mountain View, California, USA, with a workforce of 10001+ employees. Its website is https://www.intuit.com.

    • Company H1B Sponsorship

  • Intuit has a track record of offering H1B sponsorships, with 693 in 2025, 550 in 2024, 586 in 2023, 842 in 2022, 773 in 2021, 514 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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