Sr Technical Support Specialist - Integrations SME

Founded in Hong Kong in early 2017, respond.io is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls and email — all in one place.

Trusted by businesses in over 127 countries and recognized by G2 and SME100, respond.io enables fast-growing companies around the world to capture, convert, and retain customers at scale.

We operate as a globally distributed team with employees based around the world, contributing to a diverse and inclusive culture. Join us, and be part of a team that is shaping the future of customer conversation management!

At respond.io, we move fast, work smart, and always keep our customers at the heart of what we do. Here’s what we stand for:

• Solve Customer Problems: Every effort must solve real customer pain points. No guesswork—just real feedback and clear value!
• The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Simple is powerful—it gets us moving fast.
• 100% Alignment, 80% Accuracy: We aim 100% team alignment and 80% accuracy. Perfect plans can wait—clear goals come first.
• Be Direct: We give honest feedback, and tackle problems head-on. Clarity moves us forward!
• Own It and Support Each Other: We step up, help out, and drive outcomes—together.
• Build Human Connections: Work is better when we trust, care, and celebrate wins together. We’re a team!

Our Support department is scaling rapidly as our customer base grows. Our Support Operations function is organized into two functions: Data Analytics, Systems & Automations, which owns the operational engine (tooling, automations, and reporting), and Quality & Enablement, which owns the knowledge, quality standards, and training behind every customer support conversation.

As a Senior Technical Support Specialist – Integrations SME, you will join Quality & Enablement as the subject-matter expert on how customers connect respond.io to their own tools or systems (CRMs, APIs, MCPs, webhooks) and to their messaging channels (e.g., WhatsApp, TikTok, SMS/voice). Reporting directly to the Support Ops Manager, this is an individual contributor (IC) Senior role where you are expected to operate with high autonomy—defining, building, and architecting quality frameworks, enablement programs, and domain standards from the ground up rather than executing pre-existing playbooks.

If you are a strategic problem solver who goes deep on technical topics, gets to the root cause, and turns expertise into standards and training that help a team succeed, this role is for you.

• Own the topic's support experience: Ensure Support's answers on the topic meet the quality standard, so experience and resolution metrics stay on target.
• Define and maintain quality standards: Set and maintain clear rubrics, policies, and response standards so human agents and AI outputs are measured against one trusted baseline.
• Identify and solve quality gaps at the root: Monitor topic-level trends, evaluation data, and customer feedback to pinpoint where support answers fall short—then build and execute the fix through updated standards, processes, macros, guides, or training.

• Own support resources: 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.

• 5+ years of professional experience in B2B SaaS with proven experience as the go-to technical SME or escalation point and hands-on experience quality checking, training, coaching, or enabling team members.
• Deep hands-on expertise in 3rd-party integrations (APIs, MCPs, webhooks, CRMs, and iPaaS tools like n8n, Zapier, or Make), with proven experience designing and implementing integration solutions to solve real business problems.
• Proven ability to evaluate AI/human answers, diagnose root causes behind quality gaps, and implement lasting fixes.
• Strong passion for teaching and enablement, with demonstrated skill in structuring training content, creating engaging learning modules, and helping others master complex topics.
• Proven project and stakeholder management skills—able to own initiatives end-to-end, communicate clearly with leadership, and align cross-functional teams with excellent written and verbal communication skills.
• Genuine AI-tool fluency and able to use tools like Claude Code, MCPs, and API integrations to accelerate work, with the judgment to validate their output.
• Experience with messaging-channel integrations (e.g., WhatsApp Business Platform/Meta, TikTok, SMS/voice) is a strong plus.

• You will become part of an amazing culture with smart, collaborative teammates who actually care about each other's growth and success.
• You will grow more here than you would anywhere else, that is a promise.
• Virtual events like talent shows, Among Us nights, and online game sessions to keep the fun going, no matter where you are!
• We offer a highly competitive compensation package.
• Flexible working environment and working hours that fit your lifestyle, wherever you're based.