Tekmetric

Lead and manage a senior technical support and integrations team to resolve complex product and integration issues, ensuring high customer satisfaction and operational efficiency. | 5+ years leadership in technical support or integrations, strong troubleshooting skills with APIs and integrations, experience with enterprise customers, and ability to collaborate cross-functionally. | About Tekmetric Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably. Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time. Come build with us. Join the journey. Shape the future of auto repair. Working the Tekmetric Way At Tekmetric, we’re building a culture where winning matters - not for ego, but because when our customers win, we win together. We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here. We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders. Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you. At Tekmetric, great work happens anywhere, but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported. What You’ll Do As Sr. Manager of Tier 3 Technical and Integrations Support, you will lead our most technical support function — the escalation point for complex product issues, API and integration problems, and cross-platform troubleshooting. You will build and scale a team of senior technical support engineers and integrations specialists who resolve the issues no one else can, while serving as the critical bridge between Support, Engineering, and Product. As a technically fluent and dynamic leader, you will combine deep problem-solving expertise, executive presence, and people leadership with a relentless pursuit of quality and delivery excellence. You know what it takes to run a high-performing technical escalation team, and you can do all the above while keeping an eye on the KPIs and outcomes for your team (including escalation resolution time, root-cause elimination, integration uptime, CSAT, and reduction in recurring defects). You will be responsible for: • Leading Tier 3 escalation management, ensuring complex technical issues, integration failures, and API-related problems are resolved with speed, accuracy, and minimal customer disruption • Leading and developing the most technical subject matter experts (SMEs) for each area of the product, ensuring deep, specialized coverage across the entire platform • Owning technical support for our Enterprise customers, ensuring their most complex and high-stakes issues are prioritized, managed, and resolved to the highest standard • Maintaining best-in-class SLAs for technical escalations and Enterprise support across all support channels and partner integration touchpoints • Establishing quarterly strategy and corresponding KPIs, prioritizing work, and monitoring team performance against technical and operational targets • Driving operational efficiencies that allow the team to resolve prioritized technical issues faster, more effectively, and with fewer resources — including improved diagnostic tooling, runbooks, and knowledge management • Owning the technical escalation path to Engineering, ensuring clean handoffs, strong root-cause analysis, and closed-loop resolution of recurring defects • Managing critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships • Overseeing third-party integrations and partner connections, troubleshooting cross-platform data and connectivity issues, and partnering with external vendors to resolve them • Gathering results, analysis, quality control metrics, client feedback, audit results, and defect trends to monitor, manage, and implement additional training and technical enablement as required • Working collaboratively with Product and Engineering to surface systemic issues, influence the roadmap, and build technical support readiness for new product and integration offerings • Partnering cross-functionally to ensure milestones and deliverables are met on-time and within budget • Leading collaboration and change management with other teams to ensure technical and integration support requirements are successfully created, defined, and approved • Recruiting, developing, and retaining a world-class team of technical support engineers, integrations specialists, and product SMEs What You’ll Bring • 5+ years of experience in a leadership role overseeing multiple- teams or products for technical support, escalation management, or integrations teams, preferably in a SaaS environment • Experience supporting Enterprise-level customers and managing their most complex, high-stakes technical needs • Strong technical depth in troubleshooting APIs, integrations, and cross-platform data flows, with the ability to engage credibly with Engineering • Expertise in technical support operations, processes, and infrastructure, including escalation frameworks and root-cause analysis • Experience developing and leading subject matter experts across a complex, multi-featured product • Experience addressing customer needs by leveraging AI tools • Ability to gain a deep understanding of customers’ technical concerns and to troubleshoot complex product and integration issues as needed • Prior success establishing and analyzing business processes that drove higher operational efficiencies, faster resolution, and improved customer satisfaction • Experience successfully recruiting, building, training, and promoting world-class technical teammates • Excellent collaboration skills and team focus, with a track record of partnering effectively with Product and Engineering • Familiarity with integration platforms, webhooks, and API documentation is a strong plus Why You'll Love Working With Us Health & Wellness That Have You Covered: • Enjoy the flexibility of remote work • Competitive base salaries that reflect your value. • Generous Paid Time Off, because we know you do your best work when you're well-rested. • Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones. • Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families. • Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp. Investing in Your Future (and Present): • 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you. • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further. • Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind. • Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best. • After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you. • Keep growing with support for continuing education - we’re invested in your development. Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities! Tekmetric is an equal opportunity employer. We hire hard-working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Tekmetric will never ask for your personal financial or banking information or require any financial commitment as part of our candidate search or application process. No job offers will be made without a formal interview process. All legitimate Tekmetric job postings are listed at tekmetric.com/careers. Recruiter communications come from @tekmetric.com email addresses. Please visit this link for further information Fraudulent Job Offers

Lead product strategy and growth initiatives driving innovation and customer success. | Senior leadership experience in product strategy, innovation, and cross-functional collaboration. | Empowering Shops with Data-Driven Growth We love to build—whether it’s our people, processes, technology, or relationships within the auto repair industry. From the start, Tekmetric set out to be different: in how we treat our customers, how we work together, and the results we deliver. If you thrive on collaboration, innovation, and pushing boundaries, there’s a place for you here. At Tekmetric, we empower our people to make an impact. We believe in supporting one another and constantly evolving, with endless opportunities to innovate—both as professionals and as individuals. Join us in driving change and pushing what’s possible. If this sounds like you, we’d love to meet you! Our Pillars of Excellence Our Pillars of Excellence Our Pillars of Excellence Our Pillars of Excellence What Drives Us Customer Results First Customer Results are our North Star. When our customers win, we win. Stay Curious We challenge assumptions, ask the tough questions, and seek to understand. Curiosity sparks new ideas that can lead to smarter decisions. Mission Over Ego We put Tekmetric’s success above personal and team agendas. Our best work happens when we stay committed to our shared mission. Winning Matters We pursue ambitious goals with urgency, focus, an unwavering integrity - because winning together is how we create momentum and shape the industry. Bring Good Energy Our people are the heart of Tekmetric. Our collective energy - grounded in trust, empathy and belief in one another - powers our best work. our culture When we work as a team, we continuously ask ourselves: “Do our behaviors live up to the principles we’ve set forth to help auto repair shops be as successful as they can be?” 01 - ADOPT A GROWTH MINDSET 02 - SHARE THE WHY 03 - THINK TEAM FIRST 04 - DRIVE IMPACT 05 - 06 - TAKE OWNERSHIP 07 - PRACTICE BLAMELESS PROBLEM-SOLVING 08 - MAKE DATA-DRIVEN DECISIONS 09 - TAKE INTELLIGENT RISKS 10 - ACT WITH INTEGRITY 11 - SHARE INFORMATION 12 - DEBATE, THEN ALIGN 13 - DO WHAT’S BEST FOR THE CUSTOMER 14 - PAY ATTENTION TO THE DETAILS 15 - BE A TEKMETRIC AMBASSADOR 16 - LISTEN GENEROUSLY 17 - SPEAK COURAGEOUSLY 18 - HONOR COMMITMENTS 19 - CONNECT WITH EACH OTHER 20 - BE A FANATIC ABOUT RESPONSE TIME 21 - SHOW MEANINGFUL APPRECIATION 22 - MAKE HEALTHY CHOICES 23 - 24 - KEEP THINGS FUN "Tekmetric exceeded my expectations from day one. The welcoming onboarding and shared values make it inspiring to work with passionate individuals focused on supporting shop owners with transparency, empathy, and kindness." Aaron Szafran, Partner Manager “Tekmetric is the ultimate place to grow your career, with a culture that encourages smart risks and a passion for excellence. Working alongside others committed to delivering the best pushes me daily.” “Tekmetric’s incredible culture and people make it a standout place to work. The diverse workspace fosters creativity, growth, and collaboration, turning brilliant colleagues into family over the years." Ferial Koutani, Product Manager Slide 2 of 3. We value the health, happiness, and wellbeing of every person on our team. Our goal is to make sure everyone enjoys coming to work, but that everyone also has the time and zeal to live their life to the fullest when they clock out. We care about what makes you you. Your talents and strengths are invaluable to us, which is why we offer competitive pay and a positive, supportive environment in which you can grow. We match your 401(k) contribution 100%, up to 6%, and you are 100% vested on Day One. Take Time Off In addition to generous PTO, we offer all full-time employees several floating holidays so you can take time away to recharge, celebrate, and spend time with the people you love. We cover 100% of medical, vision, dental, Disability, Life and AD&D premiums, effective on your first day as a full time employee. We also cover 50% of medical premiums for an employees’ spouse, children, and family. Work flexibly We have many remote and hybrid working options, including work-from-home. Be there for your family We offer exceptional leave programs for all of life’s moments, including fully paid parental leave, parental bonding, adoption assistance, as well as compassionate leave to care for yourself or loved ones. Move & be mindful We offer employees quarterly stipends for health and mindfulness memberships, subscriptions, training, technology, and classes. Connected employee experience We have an employee-run, leadership-backed Culture Committee to unite teams both remotely and in person. We also gather feedback through regular happiness, DEI, and engagement surveys. Learn & aspire Grow and evolve with Tekmetric, whether that’s through promotions or taking on new challenges. We offer financial assistance for continuing education to help you further develop your skills. Current Openings To make a difference, be part of something different. Check out our open positions and submit an application today. Account Executive We are looking for high-energy and independent sales professionals to be an integral part of a quickly growing sales team! Our Channel Partnerships Managers will work with some of the most established players in the automotive industry to form and strengthen partner relationships with Tekmetric. As our Content Manager (Strategy & Storytelling), you’ll own content end-to-end: strategy, voice, editorial systems, and hands-on creation. This is a high-impact role for someone who can turn expertise into content people actually want—built for a non-desk, real-world audience that values usefulness, clarity, and credibility over “B2B fluff.” You’ll also be the person who takes Tekmetric from “content by committee” to a distinct, consistent, brand-right voice, while partnering closely with our SEO/website owner to grow share of search and share of answer in AI/LLMs as the discovery landscape shifts. This is an exciting and rewarding role for anyone that wants to develop or even kick-start their career in customer success! There are many opportunities for career development and progression. Work in a fast paced environment while ensuring customers receive superior service throughout their onboarding experience. As an SMB Customer Success Manager (CSM), you’ll play a key role in helping hundreds of automotive repair shops succeed with Tekmetric. Working as part of a pooled Customer Success team, you’ll deliver value through digital touchpoints, targeted outreach, and scalable programs that help customers achieve measurable business results. You'll be the first line of connection for our customers — not just answering questions, but actively listening, learning, and guiding them to success. As the Director, Customer Support, you will own the Customer Support function end-to-end, ensuring exceptional customer experiences while building a scalable, high-performing support organization that supports company growth. You will define the long-term support strategy, lead and develop leaders, and partner cross-functionally to drive customer satisfaction, retention, and operational excellence. You will balance world-class customer experience with efficiency, leveraging data, technology, and AI-driven solutions to continuously improve outcomes for customers and the business. Tekmetric is growing fast and we’re building a world-class inbound engine to match. We’re looking for a Director, Inbound Marketing to own the full digital acquisition motion across paid media, organic search, AI-driven search visibility, and our website as a primary revenue engine. You’ll scale our high-volume inbound pipeline, drive predictable revenue growth, own paid media end-to-end, turn search (SEO + AI search) into a powerhouse growth channel, and elevate our website into a conversion machine across the entire customer journey. If you think in systems, live in the data, and love pulling performance levers, this one’s for you. As a Field Sales Executive, you will be responsible for executing the end-to-end sales motion within a defined territory, focusing on in-person engagement to land and expand customer accounts. As a Field Sales Executive, you will be responsible for executing the end-to-end sales motion within a defined territory, focusing on in-person engagement to land and expand customer accounts. We are seeking a GTM Systems Analyst to help operate, optimize, and scale the systems that support our Go-To-Market organization. This role is critical to ensuring our Sales, Marketing, and Customer Success teams operate efficiently, with trusted data and well-governed systems. This role focuses on system stability, scalability, data integrity, and process consistency, while still enabling continuous improvement and evolution of our GTM motion. Great opportunity for an experienced people leader to join and manage a scaling team of Customer Onboarding Managers! As a Marketing Operations Specialist, you will own the technology and workflows that support marketing operations. This is a hands-on, technology and process-focused role responsible for ensuring our marketing systems, primarily HubSpot and its connected tools are operating efficiently, accurately, and at scale. You’ll support the creation and execution of marketing campaigns, manage marketing automation and data flows, and provide light systems support to keep our marketing engine running smoothly. You’ll partner closely with Marketing, Revenue Operations, and Sales to ensure our tools, workflows, and data enable growth. You will collaborate closely across technical and non-technical teams, and enable teams through systems support. As a Payments Account Executive, you will be responsible for driving revenue growth by selling Tekmerchant’s integrated payment solutions to new and existing customers. You will act as a trusted advisor, working closely with automotive repair shops to optimize their payment processing and enhance their overall business operations. In this payments support specialist role, you will investigate and resolve customer issues related to our integrated payments offering. Our Payments Underwriting Specialist will be the primary gatekeeper of our payment ecosystem, evaluating the creditworthiness of diverse businesses across both card-present and digital environments. Our Sales Development Representatives will partner with our sales team to implement sales and pipeline-building strategies. This role plays an integral part in driving the growth of our customer base and revenue through generating qualified leads. The Sales Development Representative, Payments is responsible for driving adoption of Tekmetric Payments within our existing customer base. This role focuses exclusively on engaging current Tekmetric users who have not yet activated our integrated payments experience. As a Senior ABM Manager, you'll build and scale an ABM function to drive Tekmetric's brand awareness, engagement, and customer acquisition efforts through the orchestration and execution of a tiered ABM strategy across various channels. As a Senior Data Engineer on this team, you will play a critical role in the design, implementation, and maintenance of our data infrastructure and pipelines that support the business needs. The Senior Director of Product Management will be a thought leader who can drive strategy, innovation, and execution. We’re looking for someone with an entrepreneurial spirit, a creative problem-solver, and a strategic thinker who can take a bold approach to product development You will be responsible for guiding the product strategy and roadmap, as well as managing the development, launch, and ongoing optimization of the product. The Senior Product Operations Manager will be the strategic and analytical operator to shape how product initiatives are brought to life and measured across Tekmetric. Collaborating closely with software developers, product managers, and other stakeholders, the Senior QA Analyst will strive to ensure the delivery of high-quality software products to our customers. Tekmetric is looking for a Senior Software Engineer to take part in the full development lifecycle, from ideation and brainstorming, to implementation and testing. You will build a strong relationship with Product and Design teams and ensure our vision and goals are aligned. Tekmetric is looking for a Senior II Backend Engineer to play a key role on our Digital Vehicle Inspections (DVI) team. This role sits at the intersection of backend systems, data, and emerging AI-enabled workflows. You’ll help evolve our DVI platform from a largely manual process into a more intelligent, assistive experience, leveraging capabilities such as AI-driven media analysis, guided inspection workflows, and automated findings generation. We're looking for someone to design and maintain scalable, secure cloud infrastructure that supports strong system performance and business growth. This role focuses on automation, monitoring, and ensuring high availability and disaster recovery. You'll collaborate closely with teams across engineering, product, and QA, while also providing mentorship and technical guidance to other team members. Our Web Developers play a crucial role in crafting and maintaining websites for our auto repair shop clients. Leveraging web development best practices and meticulous attention to detail, you'll construct high-quality sites optimized for performance, SEO, and accessibility. #J-18808-Ljbffr

Lead IT systems strategy, AI enablement, vendor management, and team leadership for a growing SaaS company. | 10+ years IT leadership in SaaS, expertise in integration architecture, AI strategy, vendor and budget management, and compliance frameworks. | About Tekmetric Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably. Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time. Come build with us. Join the journey. Shape the future of auto repair. Working the Tekmetric Way At Tekmetric, we’re building a culture where winning matters - not for ego, but because when our customers win, we win together. We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here. We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders. Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you. At Tekmetric, great work happens anywhere, but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported. Who You Are You’ve scaled SaaS companies greater than $100M+ in ARR and know the systems rigor that growth demands. You’re comfortable thriving in ambiguity and delivering results in less structured environments. You prioritize ruthlessly, manage change deliberately, and lead with low ego and high standards. You’re energized by building, not maintaining. You have strong opinions about tooling — you’ve evaluated, implemented, and retired tools across the GTM and corporate stack and can articulate the tradeoffs. You are the driving force behind the internal AI strategy – you lead AI enablement, roll out AI tools company-wide, and evaluate where AI creates business value. You Will Be Responsible For • Owning the 12–24 month systems and technology roadmap, ensuring everything the company uses works together, scales with growth, and supports business goals • Driving tool strategy across the corporate SaaS stack (Slack, Zoom, Salesforce, Jira, Google Workspace, and others) — evaluating, consolidating, and retiring tools with strong build vs. buy judgment • Leading AI enablement and governance — rolling out AI tools company-wide, establishing usage policies, evaluating where AI creates business value, and informing the build vs. buy decision for internal AI tools • Owning systems architecture — mapping how internal systems connect, managing data flows, and serving as the technical resource for integration decisions (e.g., Chargebee to Salesforce to NetSuite) • Managing the IT budget, vendor relationships, and contract negotiations — optimizing spend and making prioritization decisions that balance cost, speed, and scalability • Owning identity and access management via Okta and Google Workspace — setting access control policies and ensuring the company meets SOC 2, ISO, and related compliance standards • Overseeing corporate IT infrastructure — office networking, VPN, conference room technology, hardware, and help desk support • Building and leading a high-performing IT team — managing multiple simultaneous workstreams, establishing scalable operating rhythms, and developing talent across the function • Serving as a strategic business partner to executive leadership — bringing informed recommendations and influencing decisions across the organization without relying on authority What You’ll Bring • 10+ years across IT, systems, and business technology, with 4+ years in senior leadership at a 300–1,500 employee SaaS company — ideally through a scaling phase • Deep fluency in integration architecture and real opinions about GTM tools like Salesforce, Gong, Outreach, Gainsight, HubSpot, and Vitally — not just familiarity with them • A track record of cross-functional influence without authority — you can hold a position with a strong-willed stakeholder and drive alignment without needing executive air cover • Experience owning IT budgets, vendor contracts, and technology investments — with the judgment to prioritize ruthlessly and balance speed, security, and scalability • Deep experience with IAM (Okta, Google Workspace), security practices, and compliance frameworks like SOC 2 and ISO — with a proactive approach to risk that doesn’t sacrifice agility • A builder mentality — you’ve built functions from scratch, are energized by greenfield work, and can operate as both a strategic leader and a hands-on operator at every level of the organization We’ve built a strong foundation. This role is about ensuring our internal technology scales with the business and becomes a competitive advantage. Why You'll Love Working With Us Health & Wellness That Have You Covered • Enjoy the flexibility of remote work • Competitive base salaries that reflect your value. • Generous Paid Time Off, because we know you do your best work when you're well-rested. • Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones. • Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families. • Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp. Investing In Your Future (and Present) • 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you. • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further. • Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind. • Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best. • After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you. • Keep growing with support for continuing education - we’re invested in your development. Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities! Tekmetric is an equal opportunity employer. We hire hard working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.