Senior Manager, Technical & Integrations Support
Core
Lead Tier 3 technical escalation and integrations support for a cloud-based auto repair platform, resolving complex API and cross-platform issues for enterprise customers.
Role type
Senior Manager, Technical & Integrations Support
Builds
Escalation resolution processes, diagnostic tooling, and knowledge management for the Tekmetric platform.
Domain
SaaS / Auto Repair Industry
Deliverable
client delivery
Required skills
Technical leadership, API troubleshooting, integration management, root-cause analysis, enterprise account management, team building, operational efficiency, cross-functional collaboration.
Preferred skills
AI tool utilization, integration platform familiarity, webhook management.
Responsibilities
Lead Tier 3 escalation management for complex technical and API issues; Develop and lead subject matter experts across the product; Own technical support for Enterprise customers; Maintain SLAs for technical escalations; Establish quarterly strategy and KPIs; Drive operational efficiencies via improved tooling and runbooks; Manage critical customer escalations to successful outcomes; Oversee third-party integrations and partner connections; Partner with Product and Engineering to influence the roadmap.
Seniority
Senior, hands-on IC with leadership responsibilities