Senior Manager, Technical & Integrations Support

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Tekmetric

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 Venture Round on 2022-03

Tekmetric is a management software designed for auto repair shops. Businesses can easily create customer profiles, schedule customer appointments, perform digital vehicle inspections, upload photos, build repair orders with built-in labor guides, manage inventory, track parts, monitor job workflows, set custom labor rates, shop fees, and taxes, send texts and emails to customers, measure job profitability, gross sales, technician hours spent, and more. By leveraging data, shops of all sizes can improve efficiency, productivity, and profitability.

📋 Description

• Leading Tier 3 escalation management, ensuring complex technical issues, integration failures, and API-related problems are resolved with speed, accuracy, and minimal customer disruption • Leading and developing the most technical subject matter experts (SMEs) for each area of the product, ensuring deep, specialized coverage across the entire platform • Owning technical support for our Enterprise customers, ensuring their most complex and high-stakes issues are prioritized, managed, and resolved to the highest standard • Maintaining best-in-class SLAs for technical escalations and Enterprise support across all support channels and partner integration touchpoints • 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 • 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 • 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 • Working collaboratively with Product and Engineering to surface systemic issues, influence the roadmap, and build technical support readiness for new product and integration offerings • Partnering cross-functionally to ensure milestones and deliverables are met on-time and within budget • 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

🎯 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 • Experience addressing customer needs by leveraging AI tools • Ability to gain a deep understanding of customers’ technical concerns and to troubleshoot complex product and integration issues as needed • Prior success establishing and analyzing business processes that drove higher operational efficiencies, faster resolution, and improved customer satisfaction • Experience successfully recruiting, building, training, and promoting world-class technical teammates • 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.

🏖️ Benefits

• Enjoy the flexibility of remote work • Competitive base salaries that reflect your value. • Generous Paid Time Off, because we know you do your best work when you're well-rested. • Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones. • Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families. • Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp. • 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you. • 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. • After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you. • Keep growing with support for continuing education - we’re invested in your development.