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Senior Manager, Technical & Integrations Support

1 month ago
United States
Full-time
Lead
Implementation Engineer
Project and Program Management
Apply Now
Tekmetric

Tekmetric

Tekmetric provides auto repair shop management software with digital vehicle inspections, estimates, repair orders, inventory, job progress, and customer communication to simplify and supercharge shop operations.

Automotive
51-250
Founded 2015
View All Jobs 8

Description

  • Lead Tier 3 escalation management for complex technical issues, integration failures, and API-related problems.
  • Build, scale, and develop a team of senior technical support engineers, integrations specialists, and product SMEs.
  • Own technical support for enterprise customers and ensure high-priority issues are resolved to a high standard.
  • Maintain strong SLAs for technical escalations, enterprise support, and partner integration touchpoints.
  • Set quarterly strategy, define KPIs, prioritize work, and monitor team performance against operational targets.
  • Improve operational efficiency through better diagnostic tooling, runbooks, and knowledge management.
  • Own the escalation path to Engineering and drive root-cause analysis and closed-loop resolution of recurring defects.
  • Manage critical customer escalations and strengthen trusted customer relationships.
  • Oversee third-party integrations and partner connections, troubleshooting cross-platform data and connectivity issues.
  • Collaborate with Product and Engineering to surface systemic issues, influence the roadmap, and prepare support for new offerings.
  • Partner cross-functionally to ensure milestones, deliverables, and change management requirements are met on time and within budget.
  • Recruit, train, retain, and promote a world-class technical support team.

Requirements

  • 5+ years of leadership experience overseeing multiple teams or products in technical support, escalation management, or integrations, preferably in a SaaS environment.
  • Experience supporting enterprise-level customers with complex, high-stakes technical needs.
  • Strong technical depth in troubleshooting APIs, integrations, and cross-platform data flows.
  • Expertise in technical support operations, escalation frameworks, processes, infrastructure, and root-cause analysis.
  • Experience developing and leading subject matter experts across a complex, multi-featured product.
  • Experience using AI tools to address customer needs.
  • Ability to understand customers’ technical concerns and troubleshoot complex product and integration issues.
  • Prior success improving operational efficiency, resolution speed, and customer satisfaction through business process improvements.
  • Experience recruiting, building, training, and promoting technical teammates.
  • Excellent collaboration skills with a track record of partnering effectively with Product and Engineering.
  • Familiarity with integration platforms, webhooks, and API documentation is a strong plus.

Benefits

  • Flexible remote work, with hybrid and remote models depending on office proximity.
  • Competitive base salary.
  • Generous paid time off.
  • Paid maternity, parental bonding, and medical leave.
  • Comprehensive Medical, Dental, Vision, and Prescription coverage, including 100% premium coverage for employee-only plans and 50% family cost coverage.
  • Free, confidential counseling through BetterHelp.
  • 401(k) retirement savings plan with 100% employer match up to 6% of contributions.
  • Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and life and AD&D insurance.
  • Up to $60 per month toward fitness, mental health, or other wellness needs.
  • $300 home office setup bonus after one year of employment.
  • Support for continuing education and professional development.

Interested in this position?

Apply directly on the company website

Apply Now

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