Technical Services Engineer III

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.

Responsibilities

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

Requirements

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; 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

Nice to have

Familiarity with affiliate marketing or the broader digital marketing ecosystem is a plus

Benefits

5% variable annual bonus contingent on Company performance; Restricted Stock Unit (RSU) grant; Strong extended health benefits: Health & Prescription coverage, vision and dental care, virtual health care, out-of-country medical coverage; Insurance coverage (life, short-term disability, long-term disability, and more); Health Care Spending Account; Two different Employee Assistance Programs; Responsible PTO policy; Mental health and wellness benefit up to 12 fully covered therapy/coaching sessions per year with additional dependent coverage; Monthly gym reimbursement; RSUs with 3-year vesting schedule pending Board approval; Free Coursera subscription and PXA courses; Generous parental leave: 26 weeks fully paid for primary caregiver and 13 weeks fully paid for secondary caregiver; Technology stipend for home office setup and monthly internet allowance