Integrations Technical Specialist

Key Responsibilities

Support Escalations

1. Monitor and triage integration-related support tickets for partners (Px).
2. Ensure first response within SLA (24 business hours) and resolve 80% of cases within 3 business days (excluding engineering/product-dependent issues).
3. Investigate and resolve operational escalations such as order failures, address parsing issues, and configuration mismatches.
4. Reduce escalation rate to the Technical Account Management (TAM) team by handling technical support scenarios independently.

Strategic Partner Support

1. Join partner calls to troubleshoot real-time onboarding and integration issues.
2. Own and resolve high-touch onboarding blockers (e.g., SSOB issues, spreadsheet tracker fixes, migration setup).
3. Support and help launch supplemental Drive features including LOF, DMF, alcohol delivery, international expansion, payment method migration, and onboarding migration.
4. Assist partners with V1 to V2 migration scoping, build, and launch.
5. Certify and launch new Drive merchant/partner integrations sourced by Product Partnerships or SMB teams.
6. Perform ad hoc updates to developer documentation, wikis, and configuration settings.

Required Qualifications

1. Minimum 2 years of experience in API-based integrations or technical partner support.
2. Proven ability to work directly with external partners in a technical or integration support capacity.
3. Strong communication skills with the ability to translate between technical and non-technical audiences.
4. Hands-on experience with API troubleshooting, data triage, and runtime/configuration changes.
5. Comfortable joining partner calls to troubleshoot live issues.
6. Experience with tools such as GitHub and Jira.
7. Basic proficiency in data analysis tools (SQL is a plus).
8. Strong organizational skills and ability to manage multiple concurrent priorities.
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Preferred Qualifications

1. Experience supporting integrations in a fast-paced, high-growth environment.
2. Familiarity with Drive features and onboarding processes