What You'll DoAs Sr. 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. As a technically fluent and dynamic leader, you will combine deep problem-solving expertise, executive presence, and people leadership with a relentless pursuit of quality and delivery excellence. You know what it takes to run a high-performing technical escalation team, and you can do all the above while keeping an eye on the KPIs and outcomes for your team (including escalation resolution time, root-cause elimination, integration uptime, CSAT, and reduction in recurring defects).
You will be responsible for:
- 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
What You'll Bring- 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
Why You'll Love Working With UsHealth & Wellness That Have You Covered:
- 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.
Investing in Your Future (and Present):
- 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.
Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!
