Senior Integrations SME: Technical Support & Enablement

Respond.io; Kuala Lumpur; On-site; MYR 201,000 - 312,000; Full time

Benefits offered by this job

Competitive compensation

Flexible working hours

Virtual events & activities

Job summary

Respond.io is seeking a Senior Technical Support Specialist – Integrations SME to lead quality governance and enablement for customers connecting Respond.io with CRMs, APIs, MCPs, and messaging channels. You’ll craft standards, build training programs, and raise the bar on support quality across complex integrations.

Reporting to Support Ops Manager, this IC role demands strategic problem solving, deep tech knowledge, and autonomous execution to create scalable quality frameworks and playbooks

Qualifications

• 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.

Responsibilities

• Own the topic's support experience and ensure quality standards are met across topic responses.
• Define and maintain quality standards with rubrics, policies, and response benchmarks.
• Identify and close quality gaps by analyzing trends, feedback, and evaluation data.
• Own internal resources—FAQs, process docs, canned responses, troubleshooting guides—and keep them current.
• Design and deliver targeted enablement: build training modules and onboarding resources for agents and team leads.

Skills

B2B SaaS experience

Technical SME escalation

Quality checking & training

AI-tool fluency

Project & stakeholder mgmt

API & integration work

Messaging channel integrations

Tools

n8n

Zapier

Make

Claude Code

MCPs

Job description

Respond.io is seeking a Senior Technical Support Specialist – Integrations SME to lead quality governance and enablement for customers connecting Respond.io with CRMs, APIs, MCPs, and messaging channels. You’ll craft standards, build training programs, and raise the bar on support quality across complex integrations.

Reporting to Support Ops Manager, this IC role demands strategic problem solving, deep tech knowledge, and autonomous execution to create scalable quality frameworks and playbooks