Senior Manager, Technical & Integrations Support
What You’ll Do
As Sr. Manager of Tier 3 Technical and Integrations Support, you will lead our most technical support function — the escalation point for complex product issues, API and integration problems, and cross-platform troubleshooting. You will build and scale a team of senior technical support engineers and integrations specialists who resolve the issues no one else can, while serving as the critical bridge between Support, Engineering, and Product. As a technically fluent and dynamic leader, you will combine deep problem-solving expertise, executive presence, and people leadership with a relentless pursuit of quality and delivery excellence. You know what it takes to run a high-performing technical escalation team, and you can do all the above while keeping an eye on the KPIs and outcomes for your team (including escalation resolution time, root-cause elimination, integration uptime, CSAT, and reduction in recurring defects).
You will be responsible for:
Leading Tier 3 escalation management, ensuring complex technical issues, integration failures, and API-related problems are resolved with speed, accuracy, and minimal customer disruption
Leading and developing the most technical subject matter experts (SMEs) for each area of the product, ensuring deep, specialized coverage across the entire platform
Owning technical support for our Enterprise customers, ensuring their most complex and high-stakes issues are prioritized, managed, and resolved to the highest standard
Maintaining best-in-class SLAs for technical escalations and Enterprise support across all support channels and partner integration touchpoints
Establishing quarterly strategy and corresponding KPIs, prioritizing work, and monitoring team performance against technical and operational targets
Driving operational efficiencies that allow the team to resolve prioritized technical issues faster, more effectively, and with fewer resources — including improved diagnostic tooling, runbooks, and knowledge management
Owning the technical escalation path to Engineering, ensuring clean handoffs, strong root-cause analysis, and closed-loop resolution of recurring defects
Managing critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships
Overseeing third-party integrations and partner connections, troubleshooting cross-platform data and connectivity issues, and partnering with external vendors to resolve them
Gathering results, analysis, quality control metrics, client feedback, audit results, and defect trends to monitor, manage, and implement additional training and technical enablement as required
Working collaboratively with Product and Engineering to surface systemic issues, influence the roadmap, and build technical support readiness for new product and integration offerings
Partnering cross-functionally to ensure milestones and deliverables are met on-time and within budget
Leading collaboration and change management with other teams to ensure technical and integration support requirements are successfully created, defined, and approved
Recruiting, developing, and retaining a world-class team of technical support engineers, integrations specialists, and product SMEs
What You’ll Bring
5+ years of experience in a leadership role overseeing multiple- teams or products for technical support, escalation management, or integrations teams, preferably in a SaaS environment
Experience supporting Enterprise-level customers and managing their most complex, high-stakes technical needs
Strong technical depth in troubleshooting APIs, integrations, and cross-platform data flows, with the ability to engage credibly with Engineering
Expertise in technical support operations, processes, and infrastructure, including escalation frameworks and root-cause analysis
Experience developing and leading subject matter experts across a complex, multi-featured product
Experience addressing customer needs by leveraging AI tools
Ability to gain a deep understanding of customers’ technical concerns and to troubleshoot complex product and integration issues as needed
Prior success establishing and analyzing business processes that drove higher operational efficiencies, faster resolution, and improved customer satisfaction
Experience successfully recruiting, building, training, and promoting world-class technical teammates
Excellent collaboration skills and team focus, with a track record of partnering effectively with Product and Engineering
Familiarity with integration platforms, webhooks, and API documentation is a strong plus