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# Senior Manager, Technical & Integrations Support

- **Company:** Tekmetric LLC
- **Location:** Houston, TX, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Software as a Service, Knowledge Management, Runbook, Data Streaming, Systems Integration, Integration Frameworks, 3-tier Architectures, Webhooks
- **Published:** July 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=50e6bde0ce6ce0cb

## About the Role

* 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

## Description

As 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


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