What are the responsibilities and job description for the Technical Support Engineering Team Lead position at Merge API?
At Merge, we revolutionize the way B2B companies integrate, offering one API to add hundreds of integrations to our customers' product.
We handle the full integrations lifecycle - from an easy initial build taking just weeks, to providing integration observability tools ensuring customer delight, and fully owning the maintenance of integrations.
Thousands of companies use Merge to power their integrations, enabling them to unblock sales, reduce customer churn, accelerate time to market for new products, and save engineering costs and resources.
What you will do :
We are seeking a highly skilled and motivated Technical Support Engineering Team Lead to join our technical support team. As a Team Lead, you will play a crucial role in providing exceptional customer support, resolving complex technical issues, and building a high-performing team. You will work closely with cross-functional teams, mentor team members, and drive initiatives that enhance the overall customer experience. The ideal candidate will bring a strong technical background, proven leadership abilities, and a passion for delivering outstanding support.
The ideal candidate will :
- Lead and mentor a team of technical support engineers, fostering professional growth and ensuring team success
- Provide technical support to customers via online chat, email, and Slack, focusing on more complex and high-priority cases
- Troubleshoot technical issues and develop scalable solutions, collaborating closely with engineering and platform teams
- Assist with and oversee the integration of Merge into our customers' products
- Develop and maintain comprehensive help center guides and documentation
- Establish best practices and standards for technical support processes and workflows
- Drive initiatives to enhance team efficiency, customer satisfaction, and issue resolution times
- Act as a point of escalation for critical customer issues and ensure timely resolution
What experience is required?
Compensation
Merge on the Rise :
LinkedIn Top Startups 2023
Forbes Next Billion Dollar Startups 2023
G2 Fastest Growing Products 2024
Benefits
Merge is an equal opportunity employer, and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.
Salary : $140,000 - $155,000
