RemoteLeaf Logo
Log in Sign up

Senior Manager, Technical & Integrations Support

7 hours, 10 minutes 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 7

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

Similar Roles

Gravity Payments

Bilingual Technical Support Analyst

Gravity Payments 51-250 Diversified Financial Services

Gravity Payments is hiring a Bilingual Technical Support Analyst to provide technical support to merchants and internal teams for payment products and systems in a collaborative financial technology environment.

Anywhere Full-time Junior Technical Support Engineer Technical Writer
$80k-$85k
CRM iOS Salesforce
6 hours, 55 minutes ago
Ren

Senior Software Engineer - Maintenance & Dev Support

Ren 51-250 Capital Markets

Ren’s Senior Software Engineer (Maintenance & Dev Support) role in Product Engineering focuses on improving platform stability, performance, and long-term sustainability through deep technical ownership of complex production issues and system enhancements.

Anywhere Senior Software Engineer Technical Support Engineer
C# Datadog GraphQL Microservices .NET React REST API SQL System Design TDD TypeScript
6 hours, 55 minutes ago
Lightspeed DMS

IT Support Technician – Tier I

Lightspeed DMS 51-250 Automotive

Lightspeed is hiring an IT Support Technician to provide first-line technical support for internal employees and help keep dealership-focused business operations running smoothly.

United States Full-time Junior Technical Support Engineer
Active Directory Linux macOS
6 hours, 55 minutes ago
Appian

Senior Manager, DevOps and Engineering Support

Appian 1K-5K Internet Software & Services

Appian is seeking a senior engineering leader to build and run a Tier 2 operational support function for platform engineering services in Appian Cloud, ensuring features are production-ready and supportable at scale.

United States Full-time Lead DevOps Engineer Technical Support Engineer
AWS CI/CD Kubernetes
7 hours, 25 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers