Lead Technical Services Engineer

impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships. As a Lead Technical Services Engineer, you will serve as a senior technical authority and mentor, guiding clients and your peers through complex technical challenges while leading integrations for enterprise clients.

Responsibilities:

• Lead complex integrations for enterprise clients, creating advanced technical solutions and authoring documentation to ensure their success
• Own and resolve high-priority escalations from peers and clients, handling critical issues with urgency and implementing tooling or preventive measures to avoid future recurrence
• Act as a key technical liaison between clients, Product, and Engineering, translating business needs into technical requirements and advocating for platform improvements
• Mentor, coach, and provide technical guidance to all TSEs, fostering their growth through collaborative problem-solving and by serving as a peer escalation point
• Innovate to improve platform scalability and reliability by identifying recurring issues, proposing scalable solutions, and leading initiatives to refine team processes
• Author and maintain advanced troubleshooting documentation and reference materials that serve as a knowledge base for the entire team
• Collaborate cross-functionally with Onboarding, Customer Success, and other teams to drive strategic improvements across the entire client lifecycle
• Develop and lead internal training sessions to scale technical knowledge and best practices across the team and partner organizations

Requirements:

• Bachelor's degree in a technical discipline plus approximately 8 years of relevant experience, or an equivalent combination of education and practical experience
• Deep domain knowledge of the digital marketing ecosystem, SaaS platforms, and customer-facing technical support or services
• Proven experience acting as a technical lead, mentor, or senior escalation point within a support or services team
• Expert-level proficiency with web technologies such as HTML, CSS, JavaScript, SQL, REST APIs, FTP, and related tools
• Demonstrated ability to analyze logs, data, and system behavior to troubleshoot highly complex issues, including writing and optimizing advanced SQL queries
• Exceptional problem-solving and de-escalation skills, with a talent for navigating ambiguity and architecting creative solutions
• Clear, confident communication skills, with the ability to act as a liaison and translate complex technical concepts for both technical and non-technical stakeholders
• A strategic mindset with the ability to anticipate future challenges, proactively drive improvements, and lead through influence