Technical Support Engineer Tier 3

This Technical Services Engineer III role involves building a deep understanding of impact.com's technology and platform capabilities to support clients throughout the full lifecycle, from initial integration through post-launch optimization. The role takes end-to-end ownership of client technical issues, from investigation and root cause analysis to resolution, and contributes to technical documentation and internal tools. Requires experience with web technologies like HTML, CSS, JavaScript, SQL, REST APIs, and FTP, along with strong problem-solving skills.

This role provides enterprise-level product support to impact.com's customers and partners, covering chat and ticketing. Responsibilities include diagnosing and troubleshooting issues related to contracting logic, web tracking, user journeys, and integrations, as well as contributing to knowledge base documentation. The ideal candidate has 4+ years of experience in technical support, SaaS, or digital marketing, with strong communication and problem-solving skills.

This senior technical support role provides advanced troubleshooting and resolution for complex customer issues. The engineer will collaborate with product and engineering teams to ensure high customer satisfaction and system reliability.

This role serves as a senior technical authority and escalation point for impact.com's enterprise clients, leading complex integrations and resolving high-priority issues. Responsibilities include mentoring Technical Services Engineers, acting as a liaison between clients, Product, and Engineering, and driving improvements to platform scalability and reliability. The ideal candidate has ~8 years of relevant experience, expert-level proficiency with web technologies, and deep domain knowledge of the digital marketing ecosystem.

This role leads go-to-market enablement for Outreach, developing and executing training programs for sales and customer-facing teams. The Senior Manager will equip the GTM organization with the knowledge and skills to effectively sell and support the Outreach platform.

Manages a portfolio of strategic accounts for Outreach's Managed Services team, focusing on building customers' AI Agents beyond initial implementation. Drives adoption, configures the platform, troubleshoots issues, and grows Amplify credit and product consumption, working US hours from Hyderabad.

Serves as a trusted advisor to new Outreach customers, ensuring exceptional onboarding and implementation experiences. Provides strategic insight on platform best practices, GTM strategy, and technical configuration, using AI to streamline discovery and identify adoption risks while collaborating across Sales, Product, and Engineering.