Technical Services Engineer

Impact.comCape Town, South AfricaOnsite

Our Company:

At impact.com we are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded.

If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company’s powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go.

To learn more about how impact.com’s technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L’Oreal, Fanatics and Levi’s, visit www.impact.com.

Your Role at impact.com:

This person is an expert at Impact technology and will be tasked to deliver custom engineering and advanced technical support to customers that buy those services, or as determined by the Impact leadership team. As Senior Technical Services Engineer, you will resolve or escalate Advanced Technical troubleshooting issues in a timely and efficient manner as well as assisting with proposing technical solutions and tech issues for our clients. Specific activities will include interfacing with clients (business and technology) and answering questions on the integration process and technology, best practices and performance expectations.

This role entails working with the technology and customer support teams to identify and analyze data errors to help ensure stability and reliability of the Impact Radius platform.

What You'll Do:

Manage incoming support requests on our ticketing platforms to ensure issues are followed up on and
Provide technical assistance internally(other departments) and externally(clients)
Triage issues and escalate to various team
Act as a technical resource to on-boarding team
Perform assigned daily tasks to monitor tracking
Help test and replicate issues to shorten time to
Acquire deep product knowledge and understanding about all Impact products and
Enrich our client knowledge base with relevant technical information
Troubleshooting all advanced tech services issues - both internally and externally
Triage incoming technical issues and work with CS and clients to find solutions real-time.
Manage, plan, design and implementing advanced technical integrations
Oversee and mentor Technical Services
Provides support to Principal engineers with technology partnerships and POC and advanced integrations
Be the point of escalation to the local teams on urgent matters
Manage various internal projects; training, ensuring support readiness for new feature releases,
Work on miscellaneous engineering projects
Specific activities will include interfacing with clients (business and technology) and answering questions on the integration process and technology, best practices and performance expectations. This person is an expert at Impact technology and will be tasked to deliver custom engineering and advanced technical support to customers that buy those services, or as determined by the Impact leadership team.
This position will also work with the technology and customer success teams to identify and analyze data errors to help ensure stability and reliability of the Impact
Resolve tickets in the incoming tech services queue
Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution and communication.
Lead technical integration of new clients as delegated
Acquire as much product knowledge as possible
Provide assistance in technical services internally and externally
Create Dev Jira tickets that address technical issues related to our
Identify and spec out tools/reports that assist the tech troubleshooting process
Assist in the creation of technical related help content / documentation that is made available to client base
Serve as a go to person in regards with technical product knowledge for the Client Success team
Provide technical support as needed in the sales

What You Have:

Passion for solving customer issues in a fast paced environment
Adaptability
Cooperation
Service oriented
Flexibility
Initiative
Critical Thinking
Ability to learn new technologies quickly
Problem solving
Ability to work independently
Undergraduate degree in Computer Science, Engineering, Science, Maths or related Science or Commerce discipline or equivalent experience
5+ years experience in Integration Support, Sales Engineering, Software Development or related discipline, preferably in an external customer-facing
Experience with an internet marketing or business development team and/or lead marketing company preferred.
Ability to perform log analysis, including writing SQL
Experience in Web application and tool development is
Experience of at least one scripting / programming language (Python, PHP) is preferred.

Nice to have:

Affiliate & Partnerships Industry Fundamentals Certification by PXA

Benefits:

Hybrid, Casual work environment
Responsible PTO policy
Take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both
Training & Development
Learning the advanced partnership automation products
Medical Aid and Provident Fund
Group schemes with Discovery & Bonitas for medical aid
Group scheme with Momentum for provident fund
Restricted Stock Units
3-year vesting schedule pending Board approval
Internet Allowance

Fitness club fee reimbursements

Technology stipend

impact.com is proud to be an equal opportunity workplace.

All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of their race, ethnicity or ancestry, color or caste, religion or belief, age, sex (including gender identity, gender reassignment, sexual orientation, pregnancy/maternity), national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non-merit factors.

#LI-NK1

Life at Impact.com

Thrive Here & What We ValueEntrepreneurial spirit and a culture where ambition and curiosity is rewarded. | A team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world.</s> | 1. Passionate about people, technology, and customer success | 2. Entrepreneurial spirit and culture where ambition and curiosity is rewarded | 3. Valuing opinions and contributions from employees | 4. Fun and talented team members from all over the world | 5. Committed to positive worklife balance and recognizing importance of being happy and fulfilled in both</s> | 1. Entrepreneurial spirit and culture where ambition and curiosity are rewarded | 2. Passionate about people and technology, and obsessed with customer success | 3. Inclusive events planned by employeeled culture team to celebrate successes | 4. Unlimited responsible PTO and flexible work hours | 5. Continued access to Affiliate & Partnerships Industry Fundamentals Certification by PXA</s> | Emphasis on people, technology, and customer success | Inclusive events to celebrate successes | Flexible work hours and continued access to industry certifications | Unlimited responsible PTO and catered lunch every Thursday</s> | Valuing opinions and contributions of team members | Enjoying working with fun and talented people from all over the world | Established company with a cool, high-velocity work ethos</s> | 1. Positive WorkLife Balance | 2. Responsible PTO Policy | 3. Mental Health and Wellness Care via Modern Health | 4. Restricted Stock Units | 5. 3Year Vesting Schedule pending Board Approval | 6. Internet Allowance | 7. Fitness Activity Fee Reimbursements | 8. Technology Stipend | 9. BiWeekly Lunches | 10. Training & Development</s> | 1. Collaborative and supportive atmosphere in our Aarhus office | 2. Opportunities for professional growth and career advancement | 3. Culture built on trust, delegation, and initiative—your ideas matter here! | 4. Lively team environment that celebrates community and the joy of coming to work every day.</s> | Transforming the way businesses manage and optimize all types of partnerships | Cutting edge technology to solve real-world problems for clients | Rewarding ambition and curiosity | Employee-led culture team planning happy hours, parties, and other events to celebrate successes | Established company with a cool, high-velocity work ethos where each person can make a difference!</s> | 1. Unlimited PTO policy | 2. Take the time off that you need. | 3. We are truly committed to a positive worklife balance, recognising that it is important to be happy and fulfilled in both | 4. Training & Development | 5. Medical Aid and Provident Fund | 6. Stock Options | 7. 3year vesting schedule pending Board approval | 8. Internet Allowance | 9. Flexible work hours | 10. Casual work environment</s> | An established company with a cool, high-velocity work ethos, where each person can make a difference!</s> | Hybrid, Casual work environment | Take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both | Learning the advanced partnership automation products | Group schemes with Discovery & Bonitas for medical aid | Group scheme with Momentum for provident fund | 3-year vesting schedule pending Board approval | Fitness club fee reimbursements</s> | 1. Entrepreneurial spirit and a culture where ambition and curiosity is rewarded. | 2. A team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world. | 3. Passionate about our people, our technology, and obsessed with customer success.</s> | 3. Obsessed with customer success | 4. Inclusive events planned by employeeled culture team to celebrate successes | 5. Unlimited responsible PTO, flexible work hours, catered lunch every Thursday, healthy snack bar, great coffee, parental leave, technology stipend, flexible spending accounts, and 401(k)</s> | 2. Culture where ambition and curiosity is rewarded. | 3. Fun and talented people from all over the world. | 4. Valuing opinions of employees. | 5. Customer success.</s> | Passionate about our people, our technology, and are obsessed with customer success. | Constant focus on functions that can elevate, delight, retain, and grow our customers' experience. | Valuing opinions, contributions, and working with fun and talented people from all over the world.</s> | Medical Aid and Provident Fund Group schemes with Discovery & Bonitas for medical aid | Passionate about our people, technology, and customer success | Valuing creativity, learning, and growing in a supportive and helpful environment | Inclusive events planned by an employee-led culture team to celebrate successes</s> | Valuing opinions and contributions of employees | Primary caregiver leave | Group scheme for provident fund | Technology stipend</s> | Fun and talented team from all over the world</s> | Working together enables us to grow rapidly, win, and serve the largest brands in the world | We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. | We have an employee-led culture team that plans inclusive events- meaning time together and other events to celebrate our many successes! | Take the time off that you need. We are truly committed to a positive work-life balance, recognizing that it is important to be happy and fulfilled in both training & development | Medical Aid and Provident Fund group schemes with Discovery & Bonitas for medical aid | Ambition and curiosity rewarded | Valued opinion | Noticed contributions | Fun and talented people from all over the world</s> | 2. Valuing opinions and contributions | 3. Fun and talented people solving cuttingedge marketing challenges with technology | 4. Rapid growth and winning | 5. Positive worklife balance</s> | 2. Obsessed with growth and winning | 3. Cuttingedge technology solving real-world problems for clients | 4. Entrepreneurial spirit and culture where ambition and curiosity is rewarded | 5. Valuing opinions and contributions of others | 6. Fun and talented team from all over the world | 7. Flexible remote working policy | 8. Generous benefits package | 9. Supportive and committed team around you</s> | 4-year vesting schedule pending Board approval | Free Affiliate & Partnerships Industry Fundamentals Certification by PXA. | 1. Entrepreneurial spirit and a culture where ambition and curiosity are rewarded. | 3. Hybrid, Casual work environment | 4. Responsible PTO policy | 5. Take the time off that you need. We are truly committed to a positive worklife balance, recognising that it is important to be happy and fulfilled in both training & development and learning advanced partnership automation products. | 6. Medical Aid and Provident Fund group schemes with Discovery & Bonitas for medical aid and Momentum for provident fund. | 7. Restricted Stock Units | 8. 3year vesting schedule pending Board approval | 9. Internet Allowance | 10. Fitness club fee reimbursements | 11. Technology stipend</s> | 1. Passionate about people, technology, and customer success. | 2. Entrepreneurial spirit and culture where ambition and curiosity is rewarded. | 3. Valuing opinions and contributions of employees. | 4. Fun and talented team from all over the world. | 5. Inclusive events planning by employeeled culture team. | 6. Mental Health and Wellness Benefit Including 12 Therapy/Coaching sessions + Dependent coverage. | 7. Established company with a cool, highvelocity work ethos, where each person can make a difference!</s> | 3. Supportive and committed team around you. | 4. Employeeled culture team that plans inclusive events. | 5. Mental Health and Wellness Benefit Including 12 Therapy/Coaching sessions + Dependent coverage.</s> | 4. Fun and talented people from all over the world.</s> | Inclusive events planned by employee-led culture team to celebrate successes</s> | 3. Passionate about our people, our technology, and are obsessed with customer success. | 4. Transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. | 5. Cutting edge technology to solve realworld problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before.</s> | 2. Passionate about People, Technology, and Customer Success | 4. Rewarding Ambition and Curiosity | 5. Valuing Opinions and Contributions</s> | 3. Inclusive events to celebrate successes | 4. Employeeled culture team that plans time together and other events | 5. Flexible work hours, PTO, and parental leave</s> | 1. Passionate about people and technology | 2. Obsessed with customer success | 3. Entrepreneurial spirit and culture where ambition and curiosity are rewarded | 4. Valuing opinions and contributions of employees | 5. Fun and talented people from all over the world</s> | 5. Commitment to highquality user experience and supporting user retention</s> | Passionate about its people | Focused on delivering the very best tech to customers | Offering flexibility to work how and where you are most successful | Obsessed with making a difference in business and to the wider community | Entrepreneurial in spirit with a culture that rewards collaboration and curiosity | Impact is the global leader in Partnership Automation, working with innovative brands like Ticketmaster, Microsoft, Airbnb, and Uber to help them manage their online affiliate, influencer, brand to brand, and content partnerships. | The Impact Partnership Cloud covers the full life partnership lifecycle including onboarding, tracking ads and paying partners, recruiting for new partners, data and marketing intelligence, and protection from fraud. Founded in 2008, Impact has grown to over 500 employees and ten offices across Europe, the United States, Africa, and Asia so there is plenty of opportunity for growth and advancement.</s> | 3. Unlimited PTO policy | 4. Take the time off that you need. We are truly committed to a positive worklife balance, recognising that it is important to be happy and fulfilled in both | 5. Training & Development | 7. Group schemes with Discovery & Bonitas for medical aid | 4. Valuing opinions and contributions of employees. | 5. Positive worklife balance.</s> | Mental Health and Wellness Benefit - Including 12 Therapy/Coaching sessions + Dependent coverage</s> | Training & Development opportunities | Stock Options (3-year vesting schedule pending Board approval) | Unlimited PTO policy - take the time off that you need. | Training & Development - learning the advanced partnership automation products | Take the time off that you need. We are truly committed to a positive work-life balance, recognizing that it is important to be happy and fulfilled in both primary caregiver leave. | Training & Development: Learning the advanced partnership automation products | Employee-led culture team that plans inclusive events</s> | Passionate about our people, and our technology, and are obsessed with customer success. | Working together enables us to grow rapidly, win, and serve the largest brands in the world. | We use cutting-edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. | We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. | If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!</s> | 5. Inclusive Events to Celebrate Many Successes</s> | Inclusive events to celebrate successes</s> | 1. Hybrid, Casual work environment | 3. Take the time off that you need. We are truly committed to a positive worklife balance, recognising that it is important to be happy and fulfilled in both | 5. Medical Aid and Provident Fund Group schemes with Discovery & Bonitas for medical aid | 6. Group scheme for provident fund | 10. Primary caregiver leave | 11. Fitness club fee reimbursements | 12. Technology stipend | 13. Mental Health and Wellness Benefit Including 12 Therapy/Coaching sessions + Dependent coverage</s> | Enjoy working with fun and talented people from all over the world</s> | 1. Entrepreneurial spirit and culture where ambition and curiosity is rewarded. | 2. Positive worklife balance, recognizing the importance of being happy and fulfilled in both personal and professional life. | 3. Hybrid work environment with responsible PTO policy. | 4. Take the time off that you need. We are truly committed to a positive worklife balance, recognizing that it is important to be happy and fulfilled in both personal and professional life. | 5. Private Health insurance, Mental Health & Wellness care via Modern Health, Restricted Stock Units, 3year vesting schedule pending Board approval, Internet Allowance, Fitness activity fee reimbursements, Technology stipend, Bi-weekly lunches, Training & Development, Learning the advanced partnership automation products.</s> | 3. Valuing opinions and contributions from team members | 5. Unlimited PTO policy and commitment to positive worklife balance</s> | Casual work environment, including working from home | Take the time off that you need. We are truly committed to a positive work-life balance, recognizing that it is important to be happy and fulfilled in both personal and professional life. | Training & Development: Learning advanced partnership automation products | Restricted Stock Units with 3-year vesting schedule pending Board approval | 4. Truly committed to a positive worklife balance | 5. Learning the advanced partnership automation products | 6. Medical Aid and Provident Fund Group schemes with Discovery & Bonitas for medical aid | 7. Group scheme with Momentum for provident fund | 8. Restricted Stock Units | 9. Technology Stipend | 10. Internet Allowance | 11. Fitness club fee reimbursements</s> | 2. Fun and Talented People from All Over the World | 4. Obsessed with Customer Success | 5. Passionate about Technology and People</s> | 1. Unlimited PTO policy take the time off that you need. | 2. Training & Development learning advanced partnership automation products | 3. Flexible work hours | 4. Private Health Insurance | 5. Casual work environment | 6. Mental Health aware via Modern Health | 7. Free Affiliate & Partnerships Industry Fundamentals Certification by PXA</s> | 3. Valuing opinions and contributions of team members | 4. Enjoy working with fun and talented people from all over the world</s> | 2. Ambition and Curiosity Rewarded | 3. Valued Opinions and Contributions | 5. Supportive and Committed Team</s> | 1. Obsessed with customer success