Manager, Technical Services
About The Position
impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance-based growth through authentic relationships. Its award-winning products—Performance (affiliate), Creator (influencer), and Advocate (customer referral)—unify every type of partner into one integrated platform. As consumers increasingly rely on recommendations from people and communities they trust, impact.com helps brands show up where it matters most. Today, over 5,000 global brands, including Walmart, Uber, Shopify, Lenovo, L’Oréal, and Fanatics, rely on impact.com to power more than 225,000 partnerships that deliver measurable business results. As a Manager, Technical Services, you will lead and actively contribute to a high-performing team responsible for supporting clients across the full technical lifecycle, from integration through post-launch optimization and ongoing support. This is a highly hands-on role, requiring deep technical expertise alongside strong people leadership, operational rigor, a passion for client service, and a bias for action. You will work closely with Onboarding, Client Success, Product, Engineering, and other cross-functional partners to ensure technical issues are resolved efficiently, escalations are managed effectively, and system improvements are identified and driven forward. You will set the technical and operational bar for your team, while remaining directly involved in complex client issues, critical integrations, and high-impact initiatives that improve reliability, scalability, and the overall client experience.
Requirements
- Bachelor’s degree in Computer Science, Engineering, Science, Mathematics, or a related discipline, or equivalent practical experience.
- Experience in a technical, customer-facing role within a SaaS, digital marketing, or technology-driven environment, including people leadership responsibilities.
- Strong hands-on technical background, with experience supporting and troubleshooting client integrations on SaaS platforms.
- Proficiency with web technologies such as HTML, CSS, JavaScript, SQL, REST APIs, FTP, and related systems.
- Demonstrated ability to analyze logs, data, and system behavior to diagnose and resolve complex issues.
- Experience leading teams in fast-paced, high-volume support or technical services environments.
- Clear, confident communication skills in English, with the ability to translate complex technical concepts for both technical and non-technical stakeholders in a calm, professional, and solution-oriented manner.
- A proactive, ownership-driven mindset, with the ability to anticipate problems, drive improvements, and lead through ambiguity.
- Strong organizational and prioritization skills, with attention to detail and a focus on execution and outcomes.
Nice To Haves
- Familiarity with affiliate marketing or the broader digital marketing ecosystem is strongly preferred.
Responsibilities
- Lead, coach, and develop a team of Technical Services Engineers, setting clear expectations around technical quality, responsiveness, and client experience.
- Remain hands-on by actively engaging in complex integrations, escalations, and critical client issues as needed.
- Own the technical support and post-integration experience for clients, ensuring consistent delivery of high-quality outcomes.
- Partner closely with Onboarding, Customer Success, Product, Engineering, and Solutions to align priorities, improve workflows, and close gaps across the client lifecycle.
- Take accountability for end-to-end issue management, including prioritization, root cause analysis, resolution, and stakeholder communication.
- Drive proactive identification of recurring issues, operational bottlenecks, and technical risks, and lead initiatives to address them at scale.
- Establish, refine, and enforce processes, documentation, and best practices that improve efficiency, quality, and predictability.
- Monitor team capacity, ticket volumes, and performance metrics, and adjust resourcing or priorities as needed to meet business demands.
- Contribute to the development of tools, reporting, and internal enablement that improves troubleshooting and empowers partner teams.
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
- 26 weeks of fully paid leave for the primary caregiver
- 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
Manager
