Technical Support Engineering Team Lead, Merge
$140-155k
+ Equity
5 days a week in office
One API for all integrations
Be an early applicant
One API for all integrations
101-200 employees
Be an early applicant
$140-155k
+ Equity
5 days a week in office
101-200 employees
Company mission
To make secure data access easy.
Role
Who you are
- The ideal candidate will bring a strong technical background, proven leadership abilities, and a passion for delivering outstanding support
- 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
What the job involves
- 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
- 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
Our take
Merge API helps B2B companies navigate the increasing number of APIs needed to integrate SaaS products. Its unified API provides access to dozens of payroll, recruiting, accounting, and HR platforms using a single integration layer. It also offers integration management tools. Together, these features are designed to help businesses work with a large number of APIs without compromising on efficiency.
Merge was founded in 2020 and has already built a large client base for itself, including Deed, AngelList, Ramp and Reachdesk. It has also expanded into new areas, providing support for CRM tools, ticketing systems and project management functions.
After increasing annual revenue by over 30 times in 2022, Merge raised investment funds in a Series B round led by Accel. The company is utilizing this influx of funding to hire additional talent and build out its product into new verticals such as an on-premises offering for enterprises.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Oct 2022
$55m
SERIES B
Nov 2021
$15m
SERIES A
Total funding: $74.5m
Company benefits
- Healthcare
- Unlimited PTO
- Parental Leave
- 401k
Company values
- Character of Excellence: We hold the smallest details to the highest standard and believe integrity and mutual respect foster the culture of trust necessary for us to be and do our best
- Make it Easy: We work hard to make things simple and prioritize rapid responses to short term issues and thorough solutions to complex problems
- Ask Anything, Say Anything: We’re constantly learning and asking questions. Every voice and perspective is welcome in our discussions. When we make a decision, we rally behind it with full support
- Own What Matters: From start to finish, we innovate through ownership. We make decisions to push us forward
- Enthusiasm is Momentum: We bring our full selves to work. We laugh at each other’s jokes and celebrate each other's wins. As API enthusiasts, our energy comes from the opportunity to solve problems together
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Shensi Ding
(Co-Founder)Studied Computer Science at Columbia before joining Credit Suisse as an Investment Banking Analyst. Previously Chief of Staff at Expanse.
Gil Feig
(Co-Founder)A Columbia graduate who has worked for LinkedIn and Wealthfront as a Software Engineer. Previously Head of Engineering at Canvas.
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