Senior Manager, Technical & Integrations Support

About the role

The company is an all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs of the industry, the platform brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive.

Responsibilities

• Lead Tier 3 escalation management, ensuring complex technical issues, integration failures, and API-related problems are resolved with speed, accuracy, and minimal customer disruption.
• 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.
• Owning technical support for Enterprise customers, ensuring their most complex and high-stakes issues are prioritized, managed, and resolved to the highest standard.
• Maintain best-in-class SLAs for technical escalations and Enterprise support across all support channels and partner integration touchpoints.
• Establish quarterly strategy and corresponding KPIs, prioritize work, and monitor team performance against technical and operational targets.
• Drive 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.
• Own the technical escalation path to Engineering, ensuring clean handoffs, strong root-cause analysis, and closed-loop resolution of recurring defects.
• Manage critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships.
• Oversee third-party integrations and partner connections, troubleshooting cross-platform data and connectivity issues, and partnering with external vendors to resolve them.
• Gather results, analysis, quality control metrics, client feedback, audit results, and defect trends to monitor, manage, and implement additional training and technical enablement as required.
• Partner cross-functionally to ensure milestones and deliverables are met on-time and within budget.
• Recruit, develop, and retain a world-class team of technical support engineers, integrations specialists, and product SMEs.

Requirements

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.

Prior success establishing and analyzing business processes that drove higher operational efficiencies, faster resolution, and improved customer satisfaction.

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.

Qualifications

Commensurate with experience.

Skills

Technical problem-solving, leadership, project management, communication, teamwork, and adaptability.

Benefits

Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage.

Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.

Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.

Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.

Pay

TBD

Schedule

Hybrid and remote work models based on proximity to office hubs. Travel is an expected part of every role.