Technical Support Engineer Tier 3

About impact.com 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 across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance-based growth through authentic relationships. Its award-winning products— Performance (affiliate), Creator (influencer), and Advocate (customer referral)—unify every type of partner into one integrated platform. As consumers increasingly rely on recommendations from people and communities they trust, impact.com helps brands show up where it matters most. Today, over 5,000 global brands, including Walmart, Uber, Shopify, Lenovo, L’Oréal, and Fanatics, rely on impact.com to power more than 225,000 partnerships that deliver measurable business results. Your Role at impact.com : As a Technical Services Engineer III, you will build a deep understanding of impact.com’s technology and platform capabilities, supporting clients throughout the full lifecycle, from initial integration through post-launch optimization and ongoing support. You will design, implement, and support technical solutions across our SaaS platform, helping ensure reliability, scalability, and long-term success. Working closely with Onboarding, Client Success, Product, Engineering, and other internal teams, you will partner directly with client business and technical stakeholders to guide integrations, troubleshoot complex technical issues, and provide ongoing guidance on best practices. In this role, you will sit at the center of the technical challenges impacting our client base, using your expertise to diagnose issues, drive resolutions, and continuously improve the client experience after go-live. What You'll Do: Develop and maintain a deep understanding of impact.com’s products, platform capabilities, and enhancements, while staying current with relevant industry trends. Support the design, implementation, and ongoing management of technical integrations for both new and existing clients across the impact.com platform, including troubleshooting, optimization, and maintenance. Partner closely with Onboarding, Customer Success, Product, Engineering, Solutions, and other internal teams to deliver a seamless onboarding experience and strong post-launch support. Take end-to-end ownership of client technical issues, from initial investigation and root cause analysis through resolution and clear, timely communication. Manage incoming technical requests through ticketing systems, prioritizing effectively in a fast-paced environment. Identify emerging or recurring issues and communicate trends, risks, and insights to management and cross-functional stakeholders. Contribute to the creation and maintenance of technical documentation, integration guides, training materials, and help content for both clients and internal teams. Identify, scope, and help develop internal tools or reports that improve troubleshooting workflows or enable other teams across the organization. What You Bring: Bachelor’s degree in Computer Science, Engineering, Science, Mathematics, or a related discipline, or equivalent practical experience . Experience in a tech-focused role at a digital marketing or technology-driven company, preferably in a customer-facing capacity. Strong understanding of the design, implementation, and support of client solutions on SaaS platforms. Experience with web technologies such as HTML, CSS, JavaScript, SQL, REST APIs, FTP, and related tools. Ability to analyze logs and data to troubleshoot issues, including writing SQL queries when applicable. Familiarity with affiliate marketing or the broader digital marketing ecosystem is a plus. Excellent problem-solving and troubleshooting skills, with the ability to think critically and navigate complex technical challenges. Clear, confident verbal and written communication skills in English, with the ability to explain technical concepts to both technical and non-technical audiences using a calm, constructive, and customer-centric approach. A self-starter mindset with curiosity and a desire to continuously learn, improve processes, and step outside of your comfort zone. Strong organizational skills, attention to detail, and the ability to prioritize effectively in a dynamic environment. Benefits and Perks: At impact.com, we believe that when you’re happy and fulfilled, you do your best work. That’s why we’ve built a benefits package that supports your well-being, growth, and work-life balance. Flexible Working: Our Responsible PTO policy means you can take the time off you need to rest and recharge. We're committed to a positive work-life balance and provide a flexible environment that allows you to be happy and fulfilled in both your career and your personal life. Health and Wellness: Your well-being is a priority. Our mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year , with additional dependent coverage. We also offer a monthly gym reimbursement policy to support your physical health. A Stake in Our Growth: We offer Restricted Stock Units (RSUs) as part of our total compensation, giving you a stake in the company's growth with a 3-year vesting schedule, pending Board approval. Investing in Your Growth: We’re committed to your continuous learning. Take advantage of our free Coursera subscription and our PXA courses. Parental Support: We offer a generous parental leave policy, 26 weeks of fully paid leave for the primary caregiver and 13 weeks fully paid leave for the secondary caregiver. Technology Financial Support: We provide a technology stipend to help you set up your home office and a monthly allowance to cover your internet expenses impact.com is proud to be an equal opportunity workplace. All employees and applicants for employment shall be given fair t

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 and Fanatics visit www.impact.com . Your Role: Daily troubleshooting and coming up with creative work-arounds for our clients that range from small and medium size businesses to very large Enterprises, and from micro influencers to the largest global Publishers. You get to peek “backstage” behind what powers some of the world's biggest brands, and help them forge a path in a rapidly growing industry. We use tickets, live chat and Zoom calls to assist our clients with contracting logic, web tracking, user journeys, data analysis, and integrations. No day will ever be the same as the last, there is always something new to explore! What You'll Do: Provide enterprise-level Product Support to our customers and partners, covering chat and ticketing. Empower our customers to get the most out of our platform and grow their businesses. Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner. Contribute to internal and external knowledge base support documentation to drive best practices. Diagnosing, troubleshooting, and identifying solutions to resolve customer and system issues promptly and efficiently. Become our platform expert, identify common customer challenges, and work with cross-department on customer needs and product suggestions What you’ll have Bachelor's degree or higher Fluent in English (spoken and written). Excellent communicator with strong interpersonal skills and the ability to understand and explain complex technical concepts to your audience Organized, excellent at time management Team player with great adaptability Customer-centric, willing to be an advocate for your client’s needs, and a passion for providing a great customer experience Strong sense of responsibility, motivated self-starter Curiosity to identify, research, and solve problems Great multitasker, ability to work independently Proficiency in Word/Excel/PPT and other software. Strong document editing ability Open to working weekend and holiday shifts Familiarity with concepts like APIs, FTPs, HTML/CSS, and affiliate marketing (preferred) Experience (4+ years) in one or more of these areas is preferable: Customer Technical Support/ Working in a SaaS business / Digital Marketing industry / Service Quality Management Benefits: At impact.com, we believe that when you’re happy and fulfilled, you do your best work. That’s why we’ve built a benefits package that supports your well-being, growth, and work-life balance. Flexible Working: Our Responsible PTO policy means you can take the time off you need to rest and recharge. We're committed to a positive work-life balance and provide a flexible environment that allows you to be happy and fulfilled in both your career and your personal life. Health and Wellness: Your well-being is a priority. Our mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage. We also offer a monthly gym reimbursement policy to support your physical health. Investing in Your Growth: We’re committed to your continuous learning. Take advantage of our free Coursera subscription and our PXA courses. Parental Support: We offer a generous parental leave policy, 26 weeks of fully paid leave for the primary caregiver and 13 weeks fully paid leave for the secondary caregiver. Technology Financial Support: We provide a technology stipend to help you set up your home office and a monthly allowance to cover your internet expenses. 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.

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