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impact.com · 14 hours ago

Manager, Technical Services

Columbus

Full-time

Onsite

Mid, Senior Level

$110K/yr - $135K/yr

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. As a Manager, Technical Services, you will lead a high-performing team responsible for supporting clients through the technical lifecycle, ensuring efficient resolution of technical issues and driving system improvements.

Computer Software

H1B Sponsor Likely

Responsibilities

Lead, coach, and develop a team of Technical Services Engineers, setting clear expectations around technical quality, responsiveness, and client experience

Remain hands-on by actively engaging in complex integrations, escalations, and critical client issues as needed

Own the technical support and post-integration experience for clients, ensuring consistent delivery of high-quality outcomes

Partner closely with Onboarding, Customer Success, Product, Engineering, and Solutions to align priorities, improve workflows, and close gaps across the client lifecycle

Take accountability for end-to-end issue management, including prioritization, root cause analysis, resolution, and stakeholder communication

Drive proactive identification of recurring issues, operational bottlenecks, and technical risks, and lead initiatives to address them at scale

Establish, refine, and enforce processes, documentation, and best practices that improve efficiency, quality, and predictability

Monitor team capacity, ticket volumes, and performance metrics, and adjust resourcing or priorities as needed to meet business demands

Contribute to the development of tools, reporting, and internal enablement that improves troubleshooting and empowers partner teams

Qualification

SaaS experienceClient integration supportWeb technologiesTechnical leadershipData analysisAffiliate marketingProactive mindsetClear communicationOrganizational skills

Required

Bachelor's degree in Computer Science, Engineering, Science, Mathematics, or a related discipline, or equivalent practical experience

Experience in a technical, customer-facing role within a SaaS, digital marketing, or technology-driven environment, including people leadership responsibilities

Strong hands-on technical background, with experience supporting and troubleshooting client integrations on SaaS platforms

Proficiency with web technologies such as HTML, CSS, JavaScript, SQL, REST APIs, FTP, and related systems

Demonstrated ability to analyze logs, data, and system behavior to diagnose and resolve complex issues

Experience leading teams in fast-paced, high-volume support or technical services environments

Clear, confident communication skills in English, with the ability to translate complex technical concepts for both technical and non-technical stakeholders in a calm, professional, and solution-oriented manner

A proactive, ownership-driven mindset, with the ability to anticipate problems, drive improvements, and lead through ambiguity

Strong organizational and prioritization skills, with attention to detail and a focus on execution and outcomes

Preferred

Familiarity with affiliate marketing or the broader digital marketing ecosystem is strongly preferred

Benefits

Medical, Dental, and Vision insurance

Office-only catered lunch every Thursday, a healthy snack bar, and great coffee to keep you fueled

Flexible spending accounts and 401(k)

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.

Company

impact.com

Glassdoor4.0

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.

Founded in 2008

Santa Barbara, California, US

1001-5000 employees

https://impact.com/

H1B Sponsorship

impact.com has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (9)

2024 (9)

2023 (9)

2022 (3)

2021 (2)

2020 (5)