Technical Services Lead

Submittable

3d•$81,000 - $92,000•Remote

About The Position

At Submittable, we are transforming how organizations create social impact. Our platform empowers thousands of mission-driven organizations, from nonprofits to government entities, to make a difference in their communities and beyond. In 2024, our innovative software helped organizations worldwide run 30,000 programs, welcomed 1.2 million applicants, and facilitated the distribution of more than $10 billion in funding through our products on behalf of our clients. We are on a mission to help organizations accelerate their impact, so we are proud to partner with organizations focused on Equity & Social Justice, Children & Education, Creative & Arts, Health & Wellness, Economic Justice & Opportunity, and Environment & Climate. At Submittable, technology and purpose converge, offering a unique opportunity to contribute to meaningful change. We are looking for a Technical Services Lead to join our Professional Services team at Submittable. This role acts as a technical expert, responsible for mastering our Submittable Next and Zengine grant management platforms to deliver exceptional customer automation and integration work. This role combines deep technical proficiency with strategic post-sales support and elements of project management, working cross-functionally with Sales, Customer Success Managers, and Professional Services Engineers to scope, design, and deliver complex technical solutions. You'll work within a team to serve as a technical authority with light SOW authority, independently managing API integrations, automation workflows, project timelines, budgets, and customer communications while troubleshooting, ensuring our delivery commitments align with operational capacity and quality standards.

Requirements

2+ Years Experience testing and working with APIs, webhooks, and integration platforms like Zapier
Project Management: Demonstrated ability to manage project timelines, budgets, and customer communications for technical implementations
Scoping and Estimation: Experience defining project scope, providing accurate time estimates, and managing resource requirements
Self-Sufficiency: Ability to work independently, learn new technologies quickly, and solve problems without constant oversight
Customer Communication: Strong written and verbal communication skills with experience managing customer expectations and leading UAT processes
Adaptability: Comfort with ambiguity and the ability to pivot between different projects and priorities

Nice To Haves

Experience with grant management, nonprofit technology, or SaaS platforms
Familiarity with database concepts and data modeling
Experience creating technical documentation or training materials

Responsibilities

Collaborate with Sales and Professional Service Engineers to define Professional Service project scope, timelines, and resource requirements
Provide time estimates and budget projections for technical implementations
Provide input on Statements of Work (SOWs) and other presales documentation
Ensure scoping aligns with operational capacity and delivery standards
Manage project timelines, budgets, and deliverables for technical implementations
Exercise light SOW authority to make tactical decisions and manage minor scope adjustments
Coordinate and lead User Acceptance Testing (UAT) processes with customers
Track project progress, identify risks, and escalate issues appropriately
Ensure projects are delivered on time, within budget, and to quality standards
Become a subject matter expert in both Submittable Next and Zengine platforms, developing deep technical knowledge that enables you to solve complex customer challenges
Design, test, and troubleshoot API integrations, Zapier workflows, and custom technical solutions for clients
Independently diagnose and resolve technical issues, providing guidance to both customers and internal teams
Partner closely with Customer Success Managers and Professional Services Engineers to deliver seamless customer experiences
Document solutions, create best practices, and contribute to the team's technical knowledge base

Benefits

Comprehensive health and life insurance with optional HSA, FSA, and DCA accounts
401(k) plan with employer match starting day one
Equity stock options to share in our success
Flexible hours, remote work options, and generous vacation and sick leave
Paid parental leave for mothers, fathers, and adoptive parents
Professional development stipends to support your career growth
Opportunities to participate in community outreach and volunteer programs
Monthly company-sponsored happy hours and gatherings to connect and unwind

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