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Technical Support Engineering Manager at Merge

MergeNew York, NY; San Francisco, CA
On-site Full-time $151K/yr - $200K/yr

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Experience Level

Manager

Qualifications

Deliver outstanding customer support through online chat, email, Slack/Teams, and screen-sharing sessions. Diagnose technical issues and develop innovative solutions for customers in a timely manner. Assist in the integration of Merge into our customers’ products. Collaborate with Engineering, Product, and Customer Success teams to address incidents and advocate for feature requests. Establish and maintain help center guides, runbooks, and internal documentation to enhance our knowledge base. Contribute to building a successful and rapidly growing support engineering function.

About the job

Merge is a premier provider of innovative tools and customer-facing integrations designed for cutting-edge LLMs, Fortune 500 companies, and B2B SaaS enterprises. Our platform features two main offerings: Merge Unified, which allows businesses to seamlessly add numerous integrations to their products via a single API, and Merge Agent Handler, which equips AI agents with secure access to a multitude of third-party tools. With an enterprise-grade platform that manages the complete integration lifecycle—from authentication and security to monitoring and maintenance—thousands of organizations rely on Merge to expedite product development, enhance sales processes, diminish customer churn, and conserve engineering resources, enabling a sharper focus on their core products.

 

Join our team as a Technical Support Engineering Manager!

In this pivotal role, you will lead and expand a team of Technical Support Engineers dedicated to providing exceptional support to both Merge customers and prospects. Your team will be responsible for troubleshooting technical issues, guiding customers through the integration of Merge into their applications, and serving as a vital connection between customers, engineering, and product teams.

As a Technical Support Engineering Manager, you'll leverage your technical acumen, operational leadership, and team management skills to ensure our customers enjoy an outstanding experience while building on the Merge platform. You'll play a key role in scaling our support functions, developing efficient support processes, and cultivating a high-performing team capable of tackling complex technical challenges.

The ideal candidate will have a proven track record in managing technical support or solutions engineering teams within a high-growth SaaS environment, possessing a solid understanding of APIs and integrations, along with a genuine enthusiasm for creating systems and teams that drive exceptional customer outcomes.

Your contributions will have a direct impact on customer satisfaction, product quality, and the overall success of Merge’s platform.

Please note that this position requires in-office work five days a week in either New York City or San Francisco.

About Merge

Merge is the leading provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies. Our platform is designed to simplify the integration experience and empower companies to innovate rapidly.

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