• Act as the primary technical escalation point for customer support issues related to API usage, model behavior, performance, and reliability. • Troubleshoot complex technical problems across the full request lifecycle (client → API → model provider → response). • Investigate logs, metrics, and error traces to identify root causes and reproduce issues where needed. • Coordinate closely with engineering during incidents, bugs, or performance degradations. • Communicate clearly and calmly with customers during incidents, including status updates and resolution summaries. • Help customers understand platform behavior, limitations, and best practices. • Contribute to support documentation, troubleshooting guides, and internal playbooks. • Identify recurring issues, perform root-cause analysis, and proactively propose improvements to tooling, processes, documentation, or (where appropriate) contribute small fixes to reduce repeat issues. • Stay up to date on supported models, provider changes, and platform capabilities to guide customers appropriately. • Work closely with Engineering, Product, Customer Success, and Partnerships to resolve issues and translate customer feedback into actionable technical insights.

• Provide technical support through inbound tickets, calls, and emails • Troubleshoot and resolve networking issues across Cisco and Cisco Meraki environments • Support end users and client IT teams in a fast-paced service environment • Configure and troubleshoot VLANs, firewall rules, VPNs, routing, DNS, DHCP, and wireless networking issues • Work within Zendesk and ticketing systems to manage incidents and service requests • Escalate complex technical issues when necessary while maintaining clear communication with clients • Collaborate with senior engineers on network troubleshooting and operational improvements • Maintain professionalism and calm communication during high-pressure situations

• The Technical Support Supervisor leads a blended team of on-site and remote telephone support technicians for Composition Brands, overseeing consumer, dealer, and servicer-facing support for premium residential kitchen appliances. • This role ensures accurate diagnostics, high-end customer experience, and strong support for authorized service partners while driving continuous improvement across technical support operations. • Supervises and mentors a team of appliance technical support specialists handling inbound calls, emails, and escalations • Provides hands-on coaching in troubleshooting high-end refrigeration, cooking, and specialty appliances • Conducts performance reviews, quality monitoring, and ongoing technical training • Assists in hiring, onboarding, and cross-training team members • Identifies skill gaps and coordinates ongoing training for new and existing technicians • Acts as primary escalation point for complex or repeat appliance failures • Supports diagnosis of advanced systems including sealed systems, gas/electric cooking, and integrated refrigeration • Guides technicians and service partners through difficult repairs and uncommon failure scenarios • Interprets schematic diagrams, wiring diagrams, and service bulletins to resolve issues • Works closely with authorized service providers to ensure proper repair procedures and brand standards are met • Provides real-time technical assistance to field technicians • Partners with distributors, dealers, and internal teams to resolve service gaps • Manages service expectations for premium/luxury customers • Handles high-level customer escalations involving product performance, service delays, or repeat failures • Ensures white-glove level service consistent with Composition Brands expectations • Balances technical resolution with customer satisfaction and brand reputation • Evaluates support processes and implements improvements to enhance efficiency and customer satisfaction • Identifies recurring product issues and communicates trends to engineering, quality, and product teams • Contributes to service bulletins, troubleshooting documentation, and knowledge base updates • Supports rollout of new products with training and documentation • Recommends improvements to call flow, escalation handling, and service processes • Monitor KPIs such as call volume, first call resolution, escalation rates, and technician support efficiency • Manage team scheduling and coverage based on seasonal demand • Provide reporting and insights to leadership on support performance and product issues.

Role Description This role plays a critical part in ensuring partners successfully integrate with and operate on our platform by leading a team responsible for API onboarding, technical support, and integration reliability. The position requires strong technical expertise, leadership capability, and a deep understanding of distributed systems and API-driven architectures. You’ll collaborate closely with Product, Engineering, Solution Architects, and Customer teams to deliver a seamless and high-quality partner experience. This is a high-impact opportunity to improve partner onboarding, strengthen system reliability, and build a best-in-class technical support engineering function that directly impacts customer trust and revenue growth. Responsibilities - Leads and develops a team of Technical Customer Support Engineers focused on API onboarding, integration support, and partner success. - Establishes team processes, SLAs, and support workflows to ensure timely, high-quality resolution of partner issues. - Owns the end-to-end partner technical support experience, ensuring fast, accurate, and consistent resolution of API and integration issues. - Drives a “white glove” support model for partners, emphasizing responsiveness, clarity, and technical excellence. - Provides hands-on technical leadership in diagnosing and resolving complex API, integration, and system issues. - Acts as an escalation point for high-severity or complex partner issues, maintaining ownership through resolution. - Builds deep expertise across APIs, authentication mechanisms, data flows, and integration patterns to guide the team and partners effectively. - Ensures the team can troubleshoot across distributed systems using logs, metrics, and traces. - Partners closely with Product Managers and Product Designers to ensure APIs are intuitive, reliable, and aligned with customer workflows. - Collaborates with Engineering teams to escalate issues, identify root causes, and drive systemic improvements. - Establishes feedback loops from partner issues into Product and Engineering to improve API design, documentation, and system reliability. - Identifies recurring issues and drives initiatives to eliminate root causes rather than repeatedly addressing symptoms. - Oversees the creation and maintenance of high-quality API documentation, troubleshooting guides, and knowledge base content. - Ensures documentation reflects real-world integration challenges and best practices. - Defines and tracks operational metrics such as response times, resolution times, partner satisfaction, and integration success rates. - Uses data to continuously improve team performance, partner experience, and system reliability. - Drives adoption of AI-enabled support workflows, including automated triage, issue summarization, and debugging assistance. - Ensures AI is used responsibly to improve speed and quality without sacrificing accuracy. - Partners with Solution Architects and Professional Services to ensure seamless transition from onboarding to long-term partner success. - Ensures alignment across pre-sales, implementation, and post-sales technical support. What Success Looks Like - Partners experience fast, reliable, and high-quality technical support during onboarding and ongoing integration. - API integrations are completed more quickly, with fewer blockers and higher success rates. - The team consistently meets or exceeds SLAs for response time, resolution time, and partner satisfaction. - Support interactions are clear, technically accurate, and build trust with partners. - Complex technical issues are resolved efficiently, with clear root cause identification and communication. - Escalations are handled effectively, with strong coordination across Engineering and Product. - Recurring issues are systematically identified and reduced through product, documentation, or platform improvements. - Feedback from support directly improves API usability, reliability, and developer experience. - Documentation and knowledge resources are comprehensive, accurate, and actively used by partners and internal teams. - Partner onboarding becomes more self-service over time due to improved documentation and tooling. - The team demonstrates strong technical depth, ownership, and continuous improvement in both support quality and engineering practices. - AI-enabled workflows improve support efficiency, without compromising quality or customer trust. Qualifications - 6+ years of experience in software engineering, API support engineering, or technical customer support engineering. - 2+ years of experience leading or mentoring engineers in a technical support or platform environment. - Strong understanding of API design, RESTful services, authentication (OAuth, API keys), and integration patterns. - Proven experience troubleshooting complex distributed systems using logs, metrics, and tracing tools. - Strong understanding of modern software systems, including backend services, data flows, and system dependencies. - Ability to diagnose and resolve issues across multiple layers (application, API, infrastructure, data). - Experience working closely with engineering teams to debug production issues and drive root cause resolution. - Strong understanding of observability practices, including monitoring, alerting, and incident response. - Experience defining and improving operational processes, SLAs, and support workflows. - Ability to measure and improve team performance using data and metrics. - Strong communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences. - Proven ability to build trust with external partners and internal stakeholders. - Experience collaborating with Product Managers and Product Designers to improve developer experience and product usability. - Strong ownership mindset with a focus on outcomes, customer experience, and continuous improvement. - Experience leveraging AI-assisted tools to improve debugging, support workflows, or engineering productivity. Preferred - Experience in fintech, payments, lending, or other regulated financial systems. - Experience supporting external APIs or developer platforms at scale. - Experience building or contributing to internal tools for support automation or developer experience. - Familiarity with cloud platforms (e.g., AWS, GCP, Azure) and modern infrastructure environments. - Experience working with integration partners, ISVs, or enterprise customers. - Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience. Benefits - Compensation range: $92k-$121k - Bonus programs - 401(k) match - Employee Stock Purchase Program (ESPP) - HSA and FSA options - Financial wellness resources and employee discount programs - Medical, dental, and vision coverage - Mental health support for employees and dependents through Lyra Health - Family planning and women’s health benefits through Carrot - Gym membership reimbursement and virtual wellness programs (including yoga) - 3 weeks PTO to start, with unlimited PTO after year one - Education expense reimbursement - Leadership development programs - Certified Payments Professional (CPP) certification support Work Environment & Culture We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie. Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results. Traditional Physical Requirements - Requires prolonged sitting, standing, bending, stooping and stretching. - Requires the ability to lift 10 pounds. - Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction). Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.