Senior Technical Support Specialist – Integrations SME

About the role

Join Respond.io’s Quality & Enablement team as a Senior Technical Support Specialist – Integrations SME. You will be the subject‑matter expert for how customers connect Respond.io to their own tools, APIs, CRMs and messaging channels, shaping standards and training from the ground up.

Key responsibilities

• Own the support experience for integration topics, ensuring answers meet quality standards and resolution metrics.
• Define, maintain and evolve rubrics, policies and response standards for both human agents and AI outputs.
• Identify root‑cause quality gaps through trend analysis and customer feedback, then implement fixes via updated processes, macros, guides or training.
• Maintain internal FAQs, process documents, canned responses and troubleshooting guides; flag gaps to the Help Center team.
• Design and deliver targeted enablement programs, training modules and onboarding resources for agents and team leads.

Required profile

• 5+ years in B2B SaaS, acting as the go‑to technical SME or escalation point.
• Hands‑on expertise designing and implementing integration solutions using APIs, webhooks, CRMs and iPaaS tools.
• Proven ability to evaluate AI/human answers, diagnose root causes and implement lasting quality improvements.
• Strong project and stakeholder management skills with excellent written and verbal communication.

Required skills

• APIs and webhooks
• CRM platforms
• iPaaS tools such as n8n, Zapier, Make
• Messaging‑channel integrations (WhatsApp Business Platform, TikTok, SMS/voice)
• AI‑tool fluency (Claude Code, MCPs, API integrations)

What we offer

• Competitive compensation package
• Flexible working hours and environment
• Virtual events and a collaborative, growth‑focused culture