Senior Integrations & Tech Support Specialist

respond.io; Kampung Malaysia Tambahan; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation

Flexible working hours

Team events & activities

Career growth opportunities

Job summary

respond.io is seeking a Senior Technical Support Specialist – Integrations SME to join our Quality & Enablement team. You will define quality frameworks, build enablement programs, and set domain standards from the ground up, acting as the subject-matter expert on how customers connect respond.io to their tools and channels.

You will work autonomously, solving complex integration problems, evaluating AI/human answers, and designing training content to elevate team capabilities across CRM, APIs,

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.

Responsibilities

• 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.

Skills

B2B SaaS

Technical SME

APIs

Webhooks

CRM Integrations

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Zapier

Make

Quality checking

Training enablement

Stakeholder mgmt

Tools

MCPs

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Zapier

Make

Claude Code

Job description

respond.io is seeking a Senior Technical Support Specialist – Integrations SME to join our Quality & Enablement team. You will define quality frameworks, build enablement programs, and set domain standards from the ground up, acting as the subject-matter expert on how customers connect respond.io to their tools and channels.

You will work autonomously, solving complex integration problems, evaluating AI/human answers, and designing training content to elevate team capabilities across CRM, APIs,