Our Company: At impact.com we are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!
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, Fanatics and Levi's, visit www.impact.com.
Your Role at impact.com: This person is an expert at Impact technology and will be tasked to deliver custom engineering and advanced technical support to customers that buy those services, or as determined by the Impact leadership team. As Senior Technical Services Engineer, you will resolve or escalate Advanced Technical troubleshooting issues in a timely and efficient manner as well as assisting with proposing technical solutions and tech issues for our clients. Specific activities will include interfacing with clients (business and technology) and answering questions on the integration process and technology, best practices and performance expectations. This role entails working with the technology and customer support teams to identify and analyze data errors to help ensure stability and reliability of the Impact Radius platform.
What You'll Do: Manage incoming support requests on our ticketing platforms to ensure issues are followed up on. Provide technical assistance internally (other departments) and externally (clients). Triage issues and escalate to various teams. Act as a technical resource to the on-boarding team. Perform assigned daily tasks to monitor tracking. Help test and replicate issues to shorten time to resolution. Acquire deep product knowledge and understanding about all Impact products. Enrich our client knowledge base with relevant technical information. Troubleshoot all advanced tech services issues - both internally and externally. Triage incoming technical issues and work with CS and clients to find solutions in real-time. Manage, plan, design, and implement advanced technical integrations. Oversee and mentor Technical Services. Provide support to Principal engineers with technology partnerships and POC and advanced integrations. Be the point of escalation to the local teams on urgent matters. Manage various internal projects; training, ensuring support readiness for new feature releases. Work on miscellaneous engineering projects. Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication. Lead technical integration of new clients as delegated. Create Dev Jira tickets that address technical issues related to our services. Identify and spec out tools/reports that assist the tech troubleshooting process. Assist in the creation of technical related help content/documentation that is made available to the client base. Serve as a go-to person regarding technical product knowledge for the Client Success team. Provide technical support as needed in the sales process. What You Have: Passion for solving customer issues in a fast-paced environment. Adaptability. Cooperation. Service-oriented. Flexibility. Initiative. Critical Thinking. Ability to learn new technologies quickly. Problem solving. Ability to work independently. Undergraduate degree in Computer Science, Engineering, Science, Maths or related discipline or equivalent experience. 5+ years experience in Integration Support, Sales Engineering, Software Development or related discipline, preferably in an external customer-facing role. Experience with an internet marketing or business development team and/or lead marketing company preferred. Ability to perform log analysis, including writing SQL. Experience in Web application and tool development. Experience of at least one scripting/programming language (Python, PHP) is preferred. Nice to have: Affiliate & Partnerships Industry Fundamentals Certification by PXA Benefits: Hybrid, Casual work environment. Responsible PTO policy. Take the time off that you need. We are truly committed to a positive work-life balance, recognizing that it is important to be happy and fulfilled in both. Training & Development. Learning the advanced partnership automation products. Medical Aid and Provident Fund. Group schemes with Discovery & Bonitas for medical aid. Group scheme with Momentum for provident fund. Restricted Stock Units. 3-year vesting schedule pending Board approval. Internet Allowance. Fitness club fee reimbursements. Technology stipend. impact.com is proud to be an equal opportunity workplace. All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of their race, ethnicity or ancestry, color or caste, religion or belief, age, sex (including gender identity, gender reassignment, sexual orientation, pregnancy/maternity), national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non-merit factors. #LI-NK1
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