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?
- 5+ years of experience in technical support, customer-facing engineering roles, or solutions engineering roles, with at least 1 year in a leadership position
- Strong technical background with expertise in APIs, debugging, and troubleshooting
- Proven ability to lead and develop high-performing teams
- Excellent verbal and written communication skills
- Exceptional problem-solving skills and attention to detail
- Strong work ethic, goal-oriented mindset, and the ability to manage multiple priorities
- Prior experience in a fast-paced startup environment is a plus
- A computer science background or equivalent technical/quantitative education
Compensation
- The cash compensation range for this role is $140,000 - $155,000 base salary.
- Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications. In addition to cash compensation, all full time employees receive an equity compensation package.
Merge on the Rise:
LinkedIn Top Startups 2023
Forbes Next Billion Dollar Startups 2023
G2 Fastest Growing Products 2024
Benefits
- Unlimited PTO + 10 company holidays
- Pre-Tax commuter benefits
- 100% covered health, vision, and dental insurance
- 401K Plan
- $200 one-time home office stipend
- In office snacks and free dinner when working past 7pm
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.
What We Do
Merge provides the tools to transform how B2B companies realize customer-facing integrations. With Merge’s Unified API, developers integrate just once and give their customers access to over 150 HR Information Systems (HRIS), Applicant Tracking Systems (ATS), Accounting, Ticketing, and CRM integrations. Merge takes charge of the entire lifecycle of integrations and adds new platforms every week.
Merge is backed by $75 million in funding from Accel, NEA, and Addition. Merge was founded in 2020 by Shensi Ding and Gil Feig and is proudly built in San Francisco and New York City.
We're hiring! Apply here: https://www.merge.dev/careers/
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