Merge is looking for a Customer Success Manager to help lay the foundations for repeatable and consistent revenue growth. You should be driven, adaptable to change and creative as you help us test out new ideas and find what works in the pursuit of building a truly customer-centric process. This is a fantastic opportunity to play a key role in an organization that cares deeply about delivering an exceptional customer experience.

What you will do:

• In the role, you will work directly with technical stakeholders at our customers to escalate and resolve issues and challenges swiftly and effectively
• You will manage our customers' post-sales journey from onboarding to renewal and collaborate with sales and technical services to ensure customers are adopting Merge and that we are properly supporting their use cases
• The expectation will be to manage 40-50 commercial customers
• Your goal will be to ensure customer satisfaction as a whole, enhance customer experience working with Merge, help identify upsell opportunities, and play a key part in supporting customer contract renewals

The ideal candidate will have:

• A minimum of 3+ years of experience working in a Customer Success or Account Management function for software products 
• A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers' team within Merge
• The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc.
• An entrepreneurial mindset – in a fast-moving startup environment, priorities shift and playbooks don't always exist; you'll need to exercise sound judgment, adapt quickly, and operate effectively beyond established processes
• Team player and passion for collaboration

Compensation:

• The cash compensation range for this role is $125,000-$150,000 OTE (base + variable compensation)
• Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, and certifications. In addition to cash compensation, all full time employees receive an equity compensation package

Benefits

• Unlimited PTO + 10 company holidays
• Pre-Tax commuter benefits
• 100% covered health, vision, and dental insurance 
• 401K Plan
• $200 one-time home office stipend
• In office snacks and free dinner when working past 7pm

Technical Support Engineer at Merge
As a Technical Support Engineer, you will be responsible for providing high-quality support to our customers and prospects, including troubleshooting technical issues and assisting with integrating Merge into our customers' products. You’ll work closely with engineering and platform teams to debug issues, squash bugs, and prioritize customer requests. The ideal candidate will have a strong technical background with experience with APIs, excellent problem-solving skills, and excellent communication and customer service skills. Your work as a Technical Support Engineer will be of high value and have a direct impact, with increased levels of internal and external visibility.

Responsibilities:

• Provide technical support to customers via online chat, email and Slack
• Troubleshoot technical issues and provide solutions to customers in a timely manner
• Assist with the integration of Merge into our customers' product
• Collaborate with other teams, including engineering and platform, to identify and resolve customer issues
• Create and maintain help center guides and documentation
• Create the foundation for a successful and rapidly growing support engineering team!

Experience:

• 2+ years in support engineering, solutions engineering, sales engineering, or software engineering
• Strong verbal and written communication skills
• Strong problem-solving skills
• Strong work ethic, goal-oriented, and great attention to detail
• Prior startup experience is a plus
   
  Benefits
• 25 days PTO + 10 public holidays
• 100% covered health, vision, and dental insurance
• $200 one-time home office stipend
• Free dinner when working past 7p

Technical Support Engineer at Merge

As a Technical Support Engineering Manager, you will lead and grow a team of Technical Support Engineers responsible for delivering world-class support to Merge customers and prospects. Your team will troubleshoot technical issues, guide customers through integrating Merge into their products, and act as a critical bridge between customers, engineering, and product teams.

In this role, you’ll combine technical expertise, operational leadership, and people management to ensure our customers have an exceptional experience when building on Merge. You will help scale our support function, build efficient support processes, and develop a high-performing team capable of solving complex technical problems.

The ideal candidate has experience managing technical support or solutions engineering teams in a high-growth SaaS environment, a strong understanding of APIs and integrations, and a passion for building systems and teams that deliver outstanding customer outcomes.

Your work will directly impact customer satisfaction, product quality, and the overall success of Merge’s platform.

Please note this is an in office role 5 days per week in either New York City or San Francisco.

What will you be doing?

• Provide top-tier support to customers via online chat, email, Slack/Teams and screen-share meetings.
• Troubleshoot technical issues and drive creative solutions to customers in a timely manner.
• Contribute to establishing and maintaining the integration of Merge into our customers’ product
• Partner with Engineering, Product and Customer Success teams to resolve incidents and advocate for feature requests.
• Create and maintain help center guides, runbooks, and internal notes to strengthen our knowledge base.
• Help lay the foundation for a successful and rapidly growing support engineering team!

What experience is required?

• 5+ years of experience in technical support engineering, solutions engineering, or developer support roles.
• 2+ years of experience managing or leading technical support or solutions teams.
• Strong technical background with experience working with APIs, integrations, and debugging customer implementations.
• Experience supporting technical products used by developers or product teams.
• Excellent verbal and written communication skills.
• Demonstrated ability to manage incidents, escalations, and cross-functional collaboration.
• Strong operational mindset with experience building processes, documentation, or support tooling.
• High ownership, attention to detail, and a customer-first mindset.

Compensation

• The cash compensation range for this role is $151,000-176,000
• Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications. In addition to cash compensation, all employees receive an equity compensation package.

Benefits:

• Unlimited PTO + 10 company holidays
• Quality health, vision, and dental insurance
• 401K Plan
• $200 one-time home office stipend
• Free dinner when working past 7pm
• Annual company offsites and quarterly team events. Past locations have included: Nashville, Sonoma, and the Hudson Valley

Who are we looking for?

As a Solutions Engineer, you will be responsible for all technical activities with prospects while they test and deploy Merge, including building out proofs of concepts, problem-solving, and giving demos. You’ll work closely with engineering and platform teams to prioritize feature requests, squash bugs, and help strategize on our product roadmap. Projects you’ll work on as a Solutions Engineer will be high value and high impact, with increased levels of internal and external visibility.

What you will do:

• Lead as the key technical contact for prospects as they test and deploy Merge through proofs of concepts and technical workshops
• Take ownership of relationships and ensure a seamless developer experience
• Work with engineering and platform teams to highlight any product improvements based on prospect insights
• Create the foundation for a successful and rapidly growing solutions engineering team!

The Ideal candidate will have: 

• 3+ years in solutions engineering, sales engineering, or software engineering
• Computer science background or other technical/quantitative orientation
• Strong verbal and written communication skills
• Strong work ethic, goal-oriented, and great attention to detail
• Prior startup experience is a plus

• The cash compensation range for this role is $155,000 - $190,000.
• Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications. In addition to cash compensation, all employees receive an equity compensation package.

Merge on the Rise: 

Linkedin's Top Startups 2025 

Forbes Next Billion Dollar Startups 2023

G2 Fastest Growing Products 2024

Benefits

• Unlimited PTO + 10 company holidays
• Quality health, vision, and dental insurance
• 401K Plan
• $200 one-time home office stipend
• Free dinner when working past 7pm