At Merge, we revolutionize the way B2B companies integrate, offering one API to add hundreds of integrations to our customers' product.
We handle the full integrations lifecycle — from an easy initial build taking just weeks, to providing integration observability tools ensuring customer delight, and fully owning the maintenance of integrations.
Thousands of companies use Merge to power their integrations, enabling them to unblock sales, reduce customer churn, accelerate time to market for new products, and save engineering costs and resources.
What you will do:
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. The ideal candidate will bring a strong technical background, proven leadership abilities, and a passion for delivering outstanding support.
The ideal candidate will:
- 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
What experience is required?
- 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
Compensation
- The cash compensation range for this role is $140,000 - $155,000 base salary.
- 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 full time employees receive an equity compensation package.
Merge on the Rise:
LinkedIn Top Startups 2023
Forbes Next Billion Dollar Startups 2023
G2 Fastest Growing Products 2024
Benefits
- Unlimited PTO + 10 company holidays
- Pre-Tax commuter benefits
- 100% covered health, vision, and dental insurance
- 401K Plan
- $200 one-time home office stipend
- In office snacks and free dinner when working past 7pm
Merge is an equal opportunity employer, and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.
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What We Do
Merge is the leading provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies. Our platform offers two core products that solve the most challenging integration problems.
With Merge Unified, businesses can add hundreds of integrations to their products through a single API. Instead of building and maintaining each integration in-house, your developers can integrate once with Merge and instantly access over 220 integrations across accounting, HRIS, ATS, CRM, file storage, knowledge base, and ticketing categories. Our platform normalizes data and handles authentication, pagination, and rate limiting, eliminating the complexity of managing multiple APIs.
Merge Agent Handler empowers AI agents with secure access to over thousands of third-party tools. This enables your agents to take real-time actions across platforms your customers already use, from sending emails, to creating tickets, to running background tasks, all with enterprise-grade security controls.
Merge handles the entire integration lifecycle, from implementation to maintenance. Our observability features give your customer success team full visibility and control, while our engineering team catches and resolves integration issues before they impact your customers.
Thousands of companies trust Merge to accelerate product development, unblock sales, reduce customer churn, and save engineering resources—allowing them to focus on their core product.
Merge adheres to industry-standard compliance frameworks including SOC 2 Type II and ISO 27001, and complies with privacy regulations like HIPAA, GDPR, and CCPA.
