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 escalat...