Technical Solutions Manager

Sent, Inc. • New York, NY

8d • Onsite

About The Position

As a Technical Solutions Manager at Sent, you'll own the post-sale relationship with our customers - from first API call to full-scale production traffic. You'll be the person developers and their teams rely on to get messaging working, keep it working, and get more out of it over time.
This is a technical, customer-facing role. You're not selling - you're making sure customers are actually successful. That means living in API logs, reviewing webhook configurations, debugging delivery issues, and proactively identifying problems before customers even notice them. You'll manage a book of business end-to-end: onboarding, ongoing health, expansion, and retention.
Ideal for someone with a few years of experience in a technical customer-facing role who wants to own a function at an early-stage company - not just run someone else's playbook.

Requirements

• 2+ years of experience in a technical customer-facing role - customer success, solutions engineering, technical account management, or technical support
• Can read code comfortably and hold your own in a conversation with a developer; proficient in at least one of: Python, JavaScript/TypeScript, or similar
• Solid understanding of REST APIs, webhooks, and integration debugging
• Strong communication skills - can explain a complex integration issue to an engineer and translate a product limitation to a non-technical stakeholder in the same afternoon
• Organized and proactive - you don't wait for a customer to escalate, you see the signal in the data and get ahead of it
• Comfortable managing multiple accounts and context-switching across different customer environments

Nice To Haves

• Experience at a developer tools, API-first, or messaging/CPaaS company
• Background working with support or CS tooling (Zendesk, Linear, or similar)
• Previous experience at an early-stage startup where you built process from scratch
• Familiarity with messaging infrastructure - deliverability, carrier requirements, A2P compliance

Responsibilities

• Own customer onboarding end-to-end, guiding engineering teams from sandbox to production
• Review customer integration code, identify issues, and work directly with developers to resolve them
• Build and refine onboarding playbooks for common use cases (transactional, marketing, auth, multi-channel)
• Serve as the primary technical point of contact for your accounts post-sale
• Debug delivery issues across channels - carrier filtering, template rejections, routing failures, webhook misconfigurations
• Triage and escalate product bugs with clear reproduction steps and customer context for engineering
• Know the difference between a customer misconfiguration and a platform issue, and handle both
• Monitor account health — usage trends, integration quality, support volume — and get ahead of churn risks before they escalate
• Identify expansion opportunities where customers could benefit from additional channels, higher throughput, or new use cases
• Work with the GTM team to act on upsell and cross-sell signals
• Run regular check-ins and business reviews with key accounts
• Feed customer insights back to product and engineering - not vague sentiment, but specific patterns
• Contribute to developer documentation, troubleshooting guides, and internal knowledge bases
• Build and improve the processes that make customer success repeatable: health scoring, escalation workflows, QBR templates
• Build internal scripts or lightweight tools to improve support efficiency and account visibility

Benefits

• Meaningful equity with high growth potential
• Top-tier medical, dental, vision fully covered
• 401(k) with 100% match up to 4%
• Unlimited PTO
• Beautiful NYC workspace with daily meals and unlimited snacks
• New MacBook Pro + Apple Studio Display
• Fully comped Wellhub Gold or Equinox membership

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed