Technical Support Engineering Manager

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: Merge Unified, which enables businesses to add hundreds of integrations to their products with a single API, and Merge Agent Handler, which empowers AI agents with secure access to thousands of third-party tools. Merge's enterprise-grade platform handles the entire integration lifecycle, from authentication and security to monitoring and maintenance. 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.

As a Technical Support Engineering Manager, you will lead and grow a team of Technical Support Engineers responsible for delivering world-class support to Merge customers and prospects. Your team will troubleshoot technical issues, guide customers through integrating Merge into their products, and act as a critical bridge between customers, engineering, and product teams. In this role, you’ll combine technical expertise, operational leadership, and people management to ensure our customers have an exceptional experience when building on Merge. You will help scale our support function, build efficient support processes, and develop a high-performing team capable of solving complex technical problems. The ideal candidate has experience managing technical support or solutions engineering teams in a high-growth SaaS environment, a strong understanding of APIs and integrations, and a passion for building systems and teams that deliver outstanding customer outcomes. Your work will directly impact customer satisfaction, product quality, and the overall success of Merge’s platform. Please note this is an in-office role 5 days per week in either New York City or San Francisco.

What will you be doing?

• Provide top-tier support to customers via online chat, email, Slack/Teams and screen-share meetings.
• Troubleshoot technical issues and drive creative solutions to customers in a timely manner.
• Contribute to establishing and maintaining the integration of Merge into our customers’ product.
• Partner with Engineering, Product and Customer Success teams to resolve incidents and advocate for feature requests.
• Create and maintain help centre guides, runbooks, and internal notes to strengthen our knowledge base.
• Help lay the foundation for a successful and rapidly growing support engineering team!

What experience is required?

• 5+ years of experience in technical support engineering, solutions engineering, or developer support roles.
• 2+ years of experience managing or leading technical support or solutions teams.
• Strong technical background with experience working with APIs, integrations, and debugging customer implementations.
• Experience supporting technical products used by developers or product teams.
• Excellent verbal and written communication skills.
• Demonstrated ability to manage incidents, escalations, and cross-functional collaboration.
• Strong operational mindset with experience building processes, documentation, or support tooling.
• High ownership, attention to detail, and a customer-first mindset.

Compensation

The cash compensation range for this role is $151,000-176,000. 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 employees receive an equity compensation package.

Benefits

• Unlimited PTO + 10 company holidays
• Quality health, vision, and dental insurance
• 401K Plan
• $200 one-time home office stipend
• Free dinner when working past 7pm
• Annual company offsites and quarterly team events (past locations have included: Nashville, Sonoma, and the Hudson Valley)

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.