Lead Technical Services Engineer
Impact.comabout 2 hours ago
Singapore, SingaporeMid Level / Senior / Staff+
H1B Sponsor
Responsibilities
- Lead end-to-end onboarding engagements, including technical implementation and coordination across internal teams and client stakeholders.
- Own and drive technical integration delivery for new clients, ensuring a smooth transition from onboarding to ongoing support.
- Design and refine onboarding and implementation best practices to improve efficiency and scalability.
- Communicate clearly with clients on integration processes, timelines, best practices, and performance expectations.
- Manage incoming support requests on ticketing platforms to ensure issues are followed up on and resolved.
- Take end-to-end ownership of customer technical issues, including troubleshooting, root cause identification, resolution, and communication.
- Provide technical assistance internally and externally.
- Triage issues and escalate to appropriate teams as needed.
- Help test and replicate issues to shorten time to resolution.
- Manage, plan, design, and implement advanced technical integrations.
- Develop deep product knowledge across Impact technologies.
- Enrich client knowledge bases with relevant technical documentation.
- Create Dev Jira tickets to address product-related technical issues.
- Identify and scope tools or reports to improve troubleshooting processes.
- Serve as a go-to technical expert for Client Success and other internal teams.
- Provide technical support during the sales process as needed.
- Support internal projects such as training and readiness for new feature releases.
Requirements
- Extensive hands-on experience with web technologies, including HTML, JavaScript, SQL, and REST APIs.
- Proven ability to design, implement, and troubleshoot complex technical integrations.
- Experience leading or owning technical onboarding engagements.
- Strong problem-solving skills with a deep curiosity for resolving complex customer technical challenges.
- Ability to communicate with a customer-centric style that maintains a strong interpersonal presence.
- A proven track record of delivering significant value through the hands-on application of AI.
- Ability to navigate ambiguity, prioritize effectively, and improve processes for scalability and efficiency.
- Proven ability to work effectively across Product, Engineering, Client Success, and external client teams.
- 6+ years in a senior technical role within a SaaS or digital marketing environment.
- Strong understanding of SaaS platforms and enterprise client solutions; affiliate/partnership marketing experience is a plus.
- Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
Benefits
- Flexible working with a Responsible PTO policy for work-life balance.
- Health and wellness benefits including up to 12 fully covered therapy/coaching sessions per year.
- Restricted Stock Units (RSUs) as part of total compensation.
- Free Coursera subscription and PXA courses for continuous learning.
- Generous parental leave policy with 26 weeks fully paid leave for primary caregivers.
- Technology stipend for home office setup and monthly internet allowance.