- Location
- Remote, US · Remote
- Workplace
- Remote
- Department
- Customer Success
- Seniority
- Senior
- Experience
- 5+ years
- Source
- Greenhouse
Description
About Tekmetric
Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.
Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably.
Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset.
But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time.
Come build with us. Join the journey. Shape the future of auto repair.
Working the Tekmetric Way
At Tekmetric, we’re building a culture where winning matters - not for ego, but because when our customers win, we win together.
We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here.
We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders.
Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you.
At Tekmetric, great work happens anywhere, but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported.
What You’ll Do
As Sr. Manager of Tier 3 Technical and Integrations Support, you will lead our most technical support function — the escalation point for complex product issues, API and integration problems, and cross-platform troubleshooting. You will build and scale a team of senior technical support engineers and integrations specialists who resolve the issues no one else can, while serving as the critical bridge between Support, Engineering, and Product. As a technically fluent and dynamic leader, you will combine deep problem-solving expertise, executive presence, and people leadership with a relentless pursuit of quality and delivery excellence. You know what it takes to run a high-performing technical escalation team, and you can do all the above while keeping an eye on the KPIs and outcomes for your team (including escalation resolution time, root-cause elimination, integration uptime, CSAT, and reduction in recurring defects).
You will be responsible for:
- Leading Tier 3 escalation management, ensuring complex technical issues, integration failures, and API-related problems are resolved with speed, accuracy, and minimal customer disruption
- Leading and developing the most technical subject matter experts (SMEs) for each area of the product, ensuring deep, specialized coverage across the entire platform
- Owning technical support for our Enterprise customers, ensuring their most complex and high-stakes issues are prioritized, managed, and resolved to the highest standard
- Maintaining best-in-class SLAs for technical escalations and Enterprise support across all support channels and partner integration touchpoints
- Establishing quarterly strategy and corresponding KPIs, prioritizing work, and monitoring team performance against technical and operational targets
- Driving operational efficiencies that allow the team to resolve prioritized technical issues faster, more effectively, and with fewer resources — including improved diagnostic tooling, runbooks, and knowledge management
- Owning the technical escalation path to Engineering, ensuring clean handoffs, strong root-cause analysis, and closed-loop resolution of recurring defects
- Managing critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships
- Overseeing third-party integrations and partner connections, troubleshooting cross-platform data and connectivity issues, and partnering with external vendors to resolve them
- Gathering results, analysis, quality control metrics, client feedback, audit results, and defect trends to monitor, manage, and implement additional training and technical enablement as required
- Working collaboratively with Product and Engineering to surface systemic issues, influence the roadmap, and build technical support readiness for new product and integration offerings
- Partnering cross-functionally to ensure milestones and deliverables are met on-time and within budget
- Leading collaboration and change management with other teams to ensure technical and integration support requirements are successfully created, defined, and approved
- Recruiting, developing, and retaining a world-class team of technical support engineers, integrations specialists, and product SMEs
What You’ll Bring
- 5+ years of experience in a leadership role overseeing multiple- teams or products for technical support, escalation management, or integrations teams, preferably in a SaaS environment
- Experience supporting Enterprise-level customers and managing their most complex, high-stakes technical needs
- Strong technical depth in troubleshooting APIs, integrations, and cross-platform data flows, with the ability to engage credibly with Engineering
- Expertise in technical support operations, processes, and infrastructure, including escalation frameworks and root-cause analysis
- Experience developing and leading subject matter experts across a complex, multi-featured product
- Experience addressing customer needs by leveraging AI tools
- Ability to gain a deep understanding of customers’ technical concerns and to troubleshoot complex product and integration issues as needed
- Prior success establishing and analyzing business processes that drove higher operational efficiencies, faster resolution, and improved customer satisfaction
- Experience successfully recruiting, building, training, and promoting world-class technical teammates
- Excellent collaboration skills and team focus, with a track record of partnering effectively with Product and Engineering
- Familiarity with integration platforms, webhooks, and API documentation is a strong plus
Why You'll Love Working With Us
Health & Wellness That Have You Covered:
- Enjoy the flexibility of remote work
- Competitive base salaries that reflect your value.
- Generous Paid Time Off, because we know you do your best work when you're well-rested.
- Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
- Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
- Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
Investing in Your Future (and Present):
- 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
- Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
- Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
- After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
- Keep growing with support for continuing education - we’re invested in your development.
Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!
Tekmetric is an equal opportunity employer. We hire hard-working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Tekmetric will never ask for your personal financial or banking information or require any financial commitment as part of our candidate search or application process. No job offers will be made without a formal interview process. All legitimate Tekmetric job postings are listed at tekmetric.com/careers. Recruiter communications come from @tekmetric.com email addresses. Please visit this link for further information Fraudulent Job Offers
