Senior Technical Support Engineer, APIs & Integrations

About the role

Respond.io is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls and email. Its Support department is growing, and its Quality & Enablement function owns the knowledge, quality standards and training behind every customer support conversation. As a Senior Technical Support Engineer, APIs & Integrations, you will join Quality & Enablement as the subject-matter expert on how customers connect respond.io to their own tools (CRMs, APIs, MCPs, webhooks) and to their messaging channels (WhatsApp, TikTok, SMS/voice). Reporting to the Support Ops Manager, this is an individual contributor senior role with high autonomy.

Key responsibilities

• Own the topic's support experience: ensure answers meet quality standards so experience and resolution metrics stay on target.
• Define and maintain quality standards: set rubrics, policies and response standards so human agents and AI outputs are measured against one baseline.
• Identify and solve quality gaps at root using topic trends, evaluation data and customer feedback, then update standards, processes, macros, guides or training.
• Keep internal FAQs, process documents, canned responses and troubleshooting guides accurate and current, and flag Help Center gaps to the Help Center Team.
• Design and deliver targeted enablement: build and run topic training modules and onboarding resources for agents and Team Leads.

Required profile

• 5+ years of professional experience in B2B SaaS, as a go-to technical SME or escalation point, with hands-on quality checking, training, coaching or enabling.
• Proven ability to evaluate AI/human answers, diagnose root causes of quality gaps and implement lasting fixes.
• Strong passion for teaching and enablement, with demonstrated skill in structuring training content and creating engaging learning modules.
• Proven project and stakeholder management, with clear communication with leadership and cross-functional teams.
• Genuine AI-tool fluency, with the judgment to validate tool output.

Required skills

• Deep hands-on expertise in third-party integrations (APIs, MCPs, webhooks, CRMs, iPaaS tools such as n8n, Zapier or Make).
• Experience designing and implementing integration solutions.
• Experience with messaging-channel integrations (e.g. WhatsApp Business Platform/Meta, TikTok, SMS/voice) is a strong plus.

What we offer

• A highly competitive compensation package.
• Flexible working environment and hours.
• Virtual events such as talent shows, Among Us nights and online game sessions.