Manager, Technical Services
Impact.comBase Salary
$110k - $135k/yr
Responsibilities
- Lead, coach, and develop a team of Technical Services Engineers.
- Participate hands-on in complex client integrations, escalations, and critical technical issues.
- Own technical support and post-integration experiences for clients.
- Manage issues end to end, including prioritization, root-cause analysis, resolution, and stakeholder communication.
- Partner with Onboarding, Customer Success, Product, Engineering, and Solutions teams.
- Identify recurring issues, operational bottlenecks, and technical risks and lead scalable improvements.
- Establish and enforce processes, documentation, and technical services best practices.
- Monitor team capacity, ticket volumes, and performance metrics and adjust priorities or resourcing.
- Help develop tools, reporting, and internal enablement for troubleshooting and partner support.
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.
- Hands-on experience supporting and troubleshooting client integrations on SaaS platforms.
- Proficiency with HTML, CSS, JavaScript, SQL, REST APIs, FTP, and related systems.
- 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.
- Strong English communication skills and the ability to explain complex technical concepts to technical and non-technical stakeholders.
- Familiarity with affiliate marketing or the broader digital marketing ecosystem is strongly preferred.
- Strong ownership, problem-solving, organizational, prioritization, and execution skills.
Benefits
- Medical, dental, and vision insurance.
- Office-only catered lunch every Thursday, a snack bar, and coffee.
- Flexible spending accounts and 401(k).
- Responsible PTO policy and a flexible work environment.
- Up to 12 fully covered mental health therapy or coaching sessions per year, with additional dependent coverage.
- Monthly gym reimbursement.
- RSUs with a three-year vesting schedule, pending Board approval.
- Free Coursera subscription and PXA courses.
- Paid parental leave of 26 weeks for primary caregivers and 13 weeks for secondary caregivers.
- Technology stipend for a home office and monthly internet allowance.
Tech Stack
Categories
About Impact.com
impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company’s powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go. To learn more about how impact.com’s technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L’Oreal and Fanatics, visit www.impact.com.