Lead Technical Services Engineer

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:

Location: Sydney or Singapore Office

As a Lead Technical Services Engineer, you are an expert in Impact technology and are responsible for leading onboarding engagements, as well as delivering custom engineering and advanced technical support to customers who purchase those services, or as determined by the Impact leadership team.

You will own and lead technical onboarding and implementation, ensuring smooth integration delivery, and effective coordination across internal teams and client stakeholders.

As a Lead Technical Services Engineer, you will resolve or escalate advanced technical troubleshooting issues in a timely and efficient manner, as well as assist with technical solutions and tech issues for our clients. Specific activities will include interfacing with clients (business and technical) and answering questions on the integration process and technology, best practices, and performance expectations, using empowerment, trust, and other strategies as appropriate.

You will also contribute to improving onboarding processes, implementation frameworks, and best practices, helping to drive consistency, scalability, and efficiency across client integrations.

What You'll Do:

• Lead end-to-end onboarding engagements, including technical implementation and coordination across internal teams and client stakeholders
• Own and drive technical integration delivery for new clients, ensuring a smooth transition from onboarding to ongoing support
• Design and refine onboarding and implementation best practices to improve efficiency and scalability
• Communicate clearly with clients on integration processes, timelines, best practices, and performance expectations
• Manage incoming support requests on ticketing platforms to ensure issues are followed up on and resolved
• Take end-to-end ownership of customer technical issues, including troubleshooting, root cause identification, resolution, and communication
• Provide technical assistance internally (other departments) and externally (clients)
• Triage issues and escalate to appropriate teams as needed
• Help test and replicate issues to shorten time to resolution
• Manage, plan, design, and implement advanced technical integrations
• Develop deep product knowledge across Impact technologies
• Enrich client knowledge bases with relevant technical documentation
• Create Dev Jira tickets to address product-related technical issues
• Identify and scope tools or reports to improve troubleshooting processes
• Serve as a go-to technical expert for Client Success and other internal teams
• Provide technical support during the sales process as needed
• Support internal projects such as training and readiness for new feature releases

What You Bring:

• Technical Mastery: Extensive hands-on experience with web technologies, including HTML, JavaScript, SQL, and REST APIs
• Integration Expertise: Proven ability to design, implement, and troubleshoot complex technical integrations
• Onboarding & Implementation Ownership: Experience leading or owning technical onboarding engagements, ensuring smooth client implementations and delivery
• Solution-Oriented Mindset: Strong problem-solving skills with a deep curiosity for resolving complex customer technical challenges
• Ability to pair technical expertise with a considerate, customer-centric communication style that maintains a strong interpersonal presence.  This style is calm, constructive, and solution-oriented - while showing patience, empathy, and professionalism when supporting stakeholders of varying technical expertise.
• A proven track record of delivering significant value through the hands-on application of AI to real-world challenges and opportunities, grounded in a sophisticated understanding of its core principles.
• Strategic & Operational Thinking: Ability to navigate ambiguity, prioritize effectively, and improve processes for scalability and efficiency
• Cross-Functional Collaboration: Proven ability to work effectively across Product, Engineering, Client Success, and external client teams
• Proven Experience: 6+ years in a senior technical role within a SaaS or digital marketing environment, with experience leading complex implementations
• Industry Knowledge: Strong understanding of SaaS platforms and enterprise client solutions; affiliate/partnership marketing experience is a plus
• Education: Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience

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 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.