Tekmetric

Senior Manager, Technical & Integrations Support

Remote, US · Senior

Sponsorship not specifiedDetected 8 days ago

Customer SupportLeadershipCommunicationCollaborationProblem Solving

About the role

We move fast, stay curious, and take full ownership of our results - no excuses, no finger-pointing.
If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you'll feel right at home here.
We're direct but respectful, ambitious yet grounded, and collaborative at every level.

Responsibilities

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.
Maintaining best-in-class SLAs for technical escalations and Enterprise support across all support channels and partner integration touchpoints
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
Working collaboratively with Product and Engineering to surface systemic issues, influence the roadmap, and build technical support readiness for new product and integration offerings
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
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

Nice to have

Leading Tier 3 escalation management, ensuring complex technical issues, integration failures, and API-related problems are resolved with speed, accuracy, and minimal customer disruption
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
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
Partnering cross-functionally to ensure milestones and deliverables are met on-time and within budget
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
Strong technical depth in troubleshooting APIs, integrations, and cross-platform data flows, with the ability to engage credibly with Engineering

Company info

Owning technical support for our Enterprise customers, ensuring their most complex and high-stakes issues are prioritized, managed, and resolved to the highest standard
Experience supporting Enterprise-level customers and managing their most complex, high-stakes technical needs
Ability to gain a deep understanding of customers' technical concerns and to troubleshoot complex product and integration issues as needed
Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.
From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably.

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