Integrations Support Manager

Description

Our customers already live in Workday, SAP SuccessFactors, HiBob and a long tail of other HR and applicant tracking systems. They want their checks triggered from there and the results written straight back. Someone has to know exactly how that works, and say so clearly on a call.

That is you. You will be the technical voice on sales and onboarding calls, the first stop for anyone at Zinc with an integration question, and the owner of how our integrations are set up, supported and enabled. You will work closely with Product and Tech as we build new integrations and bring new partners on board.

This is a customer-facing technical role. You will not write production code, but you will read API docs, make a test call and explain what you found to someone who is not technical. If that sounds like a good day, read on.

• ️ Why this role

• Be the person Sales, Account Management and Customer Success go to, and the reason they stop needing an engineer in the room.
• Own the integrations experience end to end, from the first pre-sales question to a working go-live.
• Shape what we build next by taking what customers and partners tell you straight to Product and Tech.
• Build the knowledge base for every live integration from the ground up.

Key Responsibilities ️

Customer calls

• Join pre-sales, sales and account management calls to answer integration questions live.
• Explain what each integration does and does not do: what data flows, in which direction, what triggers a check and what gets written back.
• Flag mismatches between a customer’s setup or expectations and how the integration works early, not at go-live, so nobody overpromises.

Set-up and enablement

• Support customer HR and IT teams through set-up: credentials, field mapping, permissions and sandbox testing.
• Support Customer Success with integration capabilities and customer queries as they arise.
• Train Sales, Account Management and Customer Success on new and updated integrations so they can answer routine questions without you.

Inbox, Slack and issue handling

• Run the integration inbox and the internal integration Slack channels: triage, respond or route, and track requests to resolution.
• Investigate failed syncs, missing data and mapping errors. Resolve what you can and hand the rest to Tech with a clear write-up.
• Spot patterns in questions and issues and feed them back to Product and Tech. Track requests for systems we do not yet support.

Integration knowledge base

• Build and own a knowledge base covering every live integration: how it works, set-up steps, known limits, common issues and FAQs.
• Write customer-facing set-up guides as well as internal reference material, including a capability matrix and call-prep notes.
• Keep it current as integrations and partner APIs change.

New integrations and partners

• Work with Tech on scoping and building new integrations, bringing what you hear from customers and partners.
• Test new integrations from a customer’s point of view before they go live.
• Prepare Sales, Account Management, Customer Success and partners for launch: documentation, training and demo set-ups.

Skills, Knowledge and Expertise

We care more about how you think than how long your CV is. That said, you will need:

• Around two to four years in integrations, solutions engineering, implementation, technical support or a similar customer-facing technical role.
• Hands-on experience with HR or applicant tracking system integrations, ideally at least one of Workday, SAP SuccessFactors or HiBob.
• A working understanding of REST APIs: endpoints, HTTP methods, JSON payloads, authentication (API keys, OAuth), status codes and webhooks.
• Comfort using tools like Postman to make test calls and read the responses.
• The ability to explain technical detail to non-technical people, on a call and in writing.
• A habit of writing things down, and a disciplined approach to a busy shared inbox and several Slack channels.

• Confidence working across Sales, Account Management, Customer Success, Product and Tech, and prioritising competing requests.

• Knowledge of HR data models and processes (hire, onboarding, worker records) in Workday, SuccessFactors or similar.
• Experience with integration platforms or middleware (Workday Studio or EIB, SAP Integration Suite, Merge, Kombo, n8n or similar).
• Basic SQL or scripting.
• Experience building a knowledge base or he…