Daniel Martin
Pflugerville,TX
Summary
Results-driven Technical Support Manager with 7 years of experience in SaaS environments. Leads a 16-member Integration Support team, managing complex B2B integrations across various platforms. Skilled in escalation management, incident coordination, and structured data troubleshooting, while fostering collaboration with Product and Engineering teams to enhance operational efficiency and ensure high-quality customer outcomes.
Overview
10
10
years of professional experience
Work History
Integration Support Manager (Technical Support Leadership)
Restaurant365
01.2022 - Current
- Lead a 16-member Technical Integration Support team responsible for thousands of third-party integrations across Accounting, HR, Payroll, Banking, and Operations systems within a rapidly scaling SaaS environment.
- Manage and coach senior Integration Support Engineers operating in complex, high-impact technical domains.
- Serve as executive escalation lead for critical integration failures impacting financial and operational workflows.
- Coordinate cross-functional incident response across Support, Product, and Engineering to ensure timely resolution and clear customer communication.
- Drove root cause analysis and implemented long-term stability improvements following high-impact incidents.
- Fostered culture of accountability, technical depth, and customer empathy during rapid growth with over 400% increase in ticket volume.
- Conduct performance evaluations, structured coaching, and career development planning resulting in multiple promotions to senior and leadership roles.
- Implement process improvements that enhanced first-contact resolution and minimized repeat escalations across advanced integration domains.
- Partner closely with Product and Engineering to improve integration reliability, automation workflows, and data consistency.
- Oversee support of ANSI X12 EDI integrations, banking aggregators (BAI), API-driven vendor connections, and BI data workflows (OData).
- Translate company strategy into measurable team goals aligned to SLA adherence, service quality, and customer satisfaction.
Senior Integration Support Specialist / Team Lead
Restaurant365
01.2019 - 01.2022
- Served as primary escalation point for advanced integration troubleshooting, coordinating resolutions with internal and external stakeholders to minimize downtime.
- Developed and maintained complex vendor integrations, enhancing data exchange through ANSI X12 EDI, banking aggregators (BAI), and AP payment workflows.
- Mentored junior team members in structured data troubleshooting, integration logic, and customer communication best practices, improving overall team capability.
- Maintained top-tier team metrics in resolution time, SLA adherence, and customer satisfaction.
General Manager
Opal Divine’s Marina
07.2016 - 12.2018
- Directed full operational oversight including payroll, budgeting, inventory, staffing, and financial performance for a high-volume hospitality business.
- Exceeded annual budget targets for multiple consecutive years, enhancing financial stability.
- Achieved significant reduction in employee turnover while sustaining high operational standards.
- Led weekly leadership meetings focused on performance metrics, cost control, and service excellence.
- Established operational discipline that shapes current technical support leadership strategies.
Education
Associate Degree - General Studies
Austin Community College
Austin, TX05-2019
Major - Mathematics, Psychology
Texas State University
Skills
- SaaS Integrations
- API Troubleshooting
- Technical Support
- Incident Management
- Escalation Management
- SLA Management
- Process Optimization
- Jira
- Salesforce
- Freshdesk
- SQL
- Team Leadership
- Product collaboration
- De-escalation techniques
- Executive messaging
- ANSI X12 EDI
- BAI Data Standards
Timeline
Integration Support Manager (Technical Support Leadership)
Restaurant365
01.2022 - Current
Senior Integration Support Specialist / Team Lead
Restaurant365
01.2019 - 01.2022
General Manager
Opal Divine’s Marina
07.2016 - 12.2018
Associate Degree - General Studies
Austin Community College
Major - Mathematics, Psychology
Texas State University