Lead Technical Services Engineer
About The Position
As a Lead Technical Services Engineer, you will act as a senior technical authority, mentor, and a critical liaison between clients, Product, and Engineering. You will not only master impact.com’s technology but also guide your peers through their most complex challenges. In addition to leading complex integrations for enterprise clients, you will serve as the primary escalation point for the team, architecting advanced solutions and ensuring that critical issues are resolved with expertise. You will be a key partner to leadership, helping to shape technical best practices, improve team processes, and drive innovations that improve the platform's scalability and reliability. This role is for a deeply technical expert who is passionate about multiplying their impact by elevating the skills and quality of the entire team.
Requirements
- Bachelor’s degree in a technical discipline plus approximately 8 years of relevant experience, or an equivalent combination of education and practical experience.
- Deep domain knowledge of the digital marketing ecosystem, SaaS platforms, and customer-facing technical support or services.
- Proven experience acting as a technical lead, mentor, or senior escalation point within a support or services team.
- Expert-level proficiency with web technologies such as HTML, CSS, JavaScript, SQL, REST APIs, FTP, and related tools.
- Demonstrated ability to analyze logs, data, and system behavior to troubleshoot highly complex issues, including writing and optimizing advanced SQL queries.
- Exceptional problem-solving and de-escalation skills, with a talent for navigating ambiguity and architecting creative solutions.
- Clear, confident communication skills, with the ability to act as a liaison and translate complex technical concepts for both technical and non-technical stakeholders.
- A strategic mindset with the ability to anticipate future challenges, proactively drive improvements, and lead through influence.
Responsibilities
- Lead complex integrations for enterprise clients, creating advanced technical solutions and authoring documentation to ensure their success.
- Own and resolve high-priority escalations from peers and clients, handling critical issues with urgency and implementing tooling or preventive measures to avoid future recurrence.
- Act as a key technical liaison between clients, Product, and Engineering, translating business needs into technical requirements and advocating for platform improvements.
- Mentor, coach, and provide technical guidance to all TSEs, fostering their growth through collaborative problem-solving and by serving as a peer escalation point.
- Innovate to improve platform scalability and reliability by identifying recurring issues, proposing scalable solutions, and leading initiatives to refine team processes.
- Author and maintain advanced troubleshooting documentation and reference materials that serve as a knowledge base for the entire team.
- Collaborate cross-functionally with Onboarding, Customer Success, and other teams to drive strategic improvements across the entire client lifecycle.
- Develop and lead internal training sessions to scale technical knowledge and best practices across the team and partner organizations.
Benefits
- Medical, Dental, and Vision insurance
- Office-only catered lunch every Thursday, a healthy snack bar, and great coffee to keep you fueled
- Flexible spending accounts
- 401(k)
- Responsible PTO policy
- Mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage.
- Monthly gym reimbursement policy
- Restricted Stock Units (RSUs) as part of our total compensation, giving you a stake in the company's growth with a 3-year vesting schedule, pending Board approval.
- Free Coursera subscription
- PXA courses
- Parental leave policy, 26 weeks of fully paid leave for the primary caregiver and 13 weeks fully paid leave for the secondary caregiver.
- Technology stipend to help you set up your home office
- Monthly allowance to cover your internet expenses.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
