Senior Manager, Technical & Integrations Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Overseeing Tier 3 escalation management, ensuring that intricate technical challenges, integration failures, and API-related issues are resolved promptly, accurately, and with minimal disruption to customers.

• Leading and nurturing the most knowledgeable subject matter experts (SMEs) for each segment of the product, guaranteeing comprehensive, specialized coverage throughout the platform.

• Managing technical support for our Enterprise clients, ensuring that their most complex and high-priority issues receive the utmost attention, management, and resolution.

• Upholding exemplary SLAs for technical escalations and Enterprise support across all channels of support and partner integration points.

• Setting quarterly strategies and corresponding KPIs, prioritizing tasks, and tracking team performance against technical and operational objectives.

• Facilitating operational efficiencies that empower the team to address prioritized technical issues more rapidly and effectively, utilizing fewer resources through enhanced diagnostic tools, runbooks, and knowledge management.

• Controlling the technical escalation process to Engineering, ensuring seamless transitions, thorough root-cause analysis, and comprehensive resolution of recurring defects.

• Managing critical customer escalations to achieve successful outcomes that foster credible references and build trusted relationships with customers.

• Supervising third-party integrations and partner connections, troubleshooting cross-platform data and connectivity challenges, and collaborating with external vendors to resolve these issues.

• Collecting results, analyses, quality control metrics, client feedback, audit results, and defect trends to monitor, manage, and implement further training and technical enablement as necessary.

• Collaborating closely with Product and Engineering teams to identify systemic issues, influence the product roadmap, and prepare technical support for new product and integration offerings.

• Working across functions to ensure that milestones and deliverables are achieved on schedule and within budget.

• Leading collaboration and change management efforts with other teams to ensure that technical and integration support requirements are effectively created, defined, and approved.

• Recruiting, developing, and retaining a top-tier team of technical support engineers, integrations specialists, and product SMEs.

⛳️ Requirements

• A minimum of 5 years of experience in a leadership role managing multiple teams or products in technical support, escalation management, or integrations, ideally within a SaaS environment.

• Proven experience supporting Enterprise-level customers and addressing their most complex, high-stakes technical requirements.

• Strong technical proficiency in troubleshooting APIs, integrations, and cross-platform data flows, with the ability to engage effectively with Engineering teams.

• Expertise in technical support operations, including processes, infrastructure, escalation frameworks, and root-cause analysis.

• Experience in developing and leading subject matter experts across a complex, multi-featured product.

• Familiarity with addressing customer needs by utilizing AI tools.

• Capability to gain a thorough understanding of customers’ technical concerns and troubleshoot complex product and integration challenges as necessary.

• Proven success in establishing and analyzing business processes that enhance operational efficiencies, expedite resolutions, and boost customer satisfaction.

• Experience in successfully recruiting, developing, and promoting exceptional technical team members.

• Excellent collaboration abilities and a team-oriented mindset, with a track record of effective partnerships with Product and Engineering teams.

• Knowledge of integration platforms, webhooks, and API documentation is a significant advantage.

🏝️ Benefits

• Enjoy the flexibility of remote work.

• Competitive base salaries that reflect your value.

• Generous Paid Time Off, recognizing that you perform best when well-rested.

• Support for every life stage with paid maternity, parental bonding, and medical leave for you or your loved ones.

• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee-only plans, we cover 100% of premiums and 50% of costs for families.

• Prioritizing mental health: access free, confidential counseling through our partnership with BetterHelp.

• 401(k) Retirement Savings Plan with a 100% employer match on contributions up to 6% - investing in your future.

• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to maximize your financial resources.

• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.

• Wellness support tailored to you: receive up to $60/month toward fitness, mental health, or other resources that help you thrive.

• After one year of employment, enjoy a $300 home office setup bonus to enhance your workspace.

• Continue growing with support for ongoing education - we are committed to your development.