Technical Support Engineering Manager

Technical Support Engineer at Merge

As a Technical Support Engineering Manager, you will lead and grow a team of Technical Support Engineers responsible for delivering world-class support to Merge customers and prospects. Your team will troubleshoot technical issues, guide customers through integrating Merge into their products, and act as a critical bridge between customers, engineering, and product teams.

In this role, you’ll combine technical expertise, operational leadership, and people management to ensure our customers have an exceptional experience when building on Merge. You will help scale our support function, build efficient support processes, and develop a high-performing team capable of solving complex technical problems.

The ideal candidate has experience managing technical support or solutions engineering teams in a high-growth SaaS environment, a strong understanding of APIs and integrations, and a passion for building systems and teams that deliver outstanding customer outcomes.

Your work will directly impact customer satisfaction, product quality, and the overall success of Merge’s platform.

Please note this is an in office role 5 days per week in either New York City or San Francisco.

What will you be doing?

• Provide top-tier support to customers via online chat, email, Slack/Teams and screen-share meetings.
• Troubleshoot technical issues and drive creative solutions to customers in a timely manner.
• Contribute to establishing and maintaining the integration of Merge into our customers’ product
• Partner with Engineering, Product and Customer Success teams to resolve incidents and advocate for feature requests.
• Create and maintain help center guides, runbooks, and internal notes to strengthen our knowledge base.
• Help lay the foundation for a successful and rapidly growing support engineering team!
• Take part in an overnight on-call rotation for critical incidents about once every six weeks.

What experience is required?

• 5+ years of experience in technical support engineering, solutions engineering, or developer support roles.
• 2+ years of experience managing or leading technical support or solutions teams.
• Strong technical background with experience working with APIs, integrations, and debugging customer implementations.
• Experience supporting technical products used by developers or product teams.
• Excellent verbal and written communication skills.
• Demonstrated ability to manage incidents, escalations, and cross-functional collaboration.
• Strong operational mindset with experience building processes, documentation, or support tooling.
• High ownership, attention to detail, and a customer-first mindset.

Compensation

• The cash compensation range for this role is $151,000-176,000
• 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 employees receive an equity compensation package.

Benefits:

• Unlimited PTO + 10 company holidays
• Quality health, vision, and dental insurance
• 401K Plan
• $200 one-time home office stipend
• Free dinner when working past 7pm
• Annual company offsites and quarterly team events. Past locations have included: Nashville, Sonoma, and the Hudson Valley