Team Lead Technical Customer Support Engineer

Job title: Team Lead - Technical Customer Support Engineer

Reports to: Sr Director, Engineering 

Division: Central Services

Location: Remote

Grade: 19

About Priority: 

Priority Technology Holdings, Inc. is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter. 

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities. 

At Priority, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive. 

About the Role: 

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. <