Technical Support and Integrations Manager
Logixboard
IT, Customer Service
Seattle, WA, USA
Posted on Nov 26, 2024
About Logixboard:
Logixboard is a white-labeled customer experience software that is transforming how the $2 trillion freight forwarding industry operates. In a highly competitive and technologically antiquated industry undergoing rapid digitalization, we are providing freight forwarders with the only white-labeled and integrated customer experience software available to the market today. Our software enables freight forwarders to deliver world-class digital experience to their customers, which propels them far ahead of their competition and dramatically increases customer retention and sales. Our customers absolutely love our platform, and we're experiencing tremendous growth both in new customers and in funding, with over $50 million in capital raised to date.
About the Role:
The Tier 2 Support / Technical Program Manager plays a critical, cross-functional role, partnering with Sales, Engineering, Product, and Account Management to ensure an exceptional experience for our clients. In this role, you’ll handle technical support requests and escalations while also managing complex technical projects in a fast-paced, collaborative environment. You will act as the linchpin between our customers and internal teams, ensuring that projects are properly defined, scoped, and ultimately delivered. This role requires exceptional communication skills as you interface with a wide variety of stakeholders both within and outside the organization.
About You:
You’re a curious, strategic, and detail-oriented individual who thrives in a hybrid role that demands both technical expertise and project management acumen. You love working cross-functionally, and have a knack for juggling multiple priorities in high-stakes, customer-facing scenarios. You’re driven by the challenge of solving complex problems and are comfortable navigating ambiguity with a solution-oriented mindset. If you’re a self-starter who can seamlessly bridge the gap between technical support and customer project management, this role will be an excellent fit.
You will:
- Handle Technical Support: Respond to and resolve both basic and complex technical support tickets related to the Logixboard product and suite of integrations. Act as an escalation path for our Tier 1 support as necessary, and collaborate with product and engineering to deliver solutions efficiently.
- Set Delivery Expectations: Collaborate with sales and R&D to develop Statements of Work (SOWs) for new integrations or feature work linked to sales commitments. Partner cross-functionally to ensure alignment with the client’s needs and technical feasibility.
- Manage New Integrations & Lead Cross-Functional Pods: Provide project leadership to drive the team towards successful outcomes by setting clear objectives and coordinating across functions. Proactively communicate project updates internally and externally to ensure alignment and drive successful implementation.
We're looking for:
- Experience: 3+ years of experience in a SaaS or tech environment, with at least 2 years in a technical support or technical project management role.
- Project Management Skills: Demonstrable ability to manage projects – especially those involving integrations or technical implementations – from conception to completion.
- Technical Proficiency: Strong understanding of APIs, system integrations, and technical troubleshooting. You can communicate effectively with technical stakeholders and understand complex systems.
- Sales & Solutions Support: Ability to collaborate with sales teams, contributing to pre-sales activities and providing input to guide solution engineering efforts and derisk projects.
- Curiosity & Problem-Solving: A proactive approach to collecting information and solving complex problems, with the ability to drive understanding and consensus in ambiguous situations.
- Communication & Collaboration: Strong written and verbal communication skills, with the ability to present complex information clearly and work collaboratively with stakeholders having varying levels of technical acumen.
- Customer-Centric: An innate ability to empathize with customers and a passion for delivering high-quality support experiences.
- Adaptability: Comfortable working in a fast-paced environment with a willingness to adapt and act quickly.
This role is ideal for someone who enjoys being a technical and strategic partner, is comfortable balancing multiple responsibilities, and is committed to delivering value to both customers and internal teams.
The salary range for this role is $120,000 - $145,000, plus equity. Where your pay would fall within that range will be based on 1) relevant experience, knowledge, and skills, as demonstrated through the interview process, 2) by considering parity with current LXB team members, and 3) current market data
Benefits:
- We are a remote first company, meaning, you can work from home, from the mountains, from the beach, or wherever you feel like getting work done.
- Logixboard covers 100% of premiums for Medical, Dental, and Vision for you, with 75% of premiums covered for your loved ones. We’ll also offer paid life insurance and Long Term Disability.
- 12 weeks parental paid time plus a $2,500 parental bonus to support you and your family.
- Our 401(k) plan makes it easy to save for retirement and you can contribute your tax free dollars from day 1.
- In addition to statutory and Federal holidays, we offer our teammates Flexible Time Off (average is 4-5 weeks) that can also be used to observe holidays that are important to you.
- A yearly Learning and Development budget of $500 to find your own way to continue your professional development.
- To get your office set up, you will receive the basics (laptop, monitor, keyboard and a mouse), plus a one time WFH budget of $1,000 for you to get the other things you need in order to do your best work.
At Logixboard, we believe that people come first and we are committed to building teams that represent a variety of backgrounds, perspectives and skills. We highly encourage under-represented and traditionally marginalized communities to apply. Together, we will create and maintain working and learning environments that are inclusive, equitable and welcoming. If you require assistance or accommodations in the application or interview process, please contact recruiting@logixboard.com.
