Director, Technical Integrations

Location: New York

Department: Growth & Strategy

Location Type: IN_OFFICE

Employment Type: FULL_TIME

• Become the definitive expert on how the concierge platform works end to end — the APIs, the agent tooling each vertical wires up, and the configuration layer that gates which tools, prompts, and knowledge a given merchant, property, service, or audience sees.
• Trace a single conversation across every surface it can land on — in-app chat, web and mobile SDKs, SMS and iMessage, email, and voice — and be able to explain where it breaks and why.
• Own the documentation surface: configuration setup guides, FAQs, and flow diagrams that let internal teams and partners integrate without a Slack thread.
• Present complex integration concepts concisely to peer teams, executive leadership, and occasionally external partners.

• Partner with Product and Engineering on ticket documentation, test plans, and end-to-end validation in test environments before work ships.
• Run functional and visual QA so new product work is tested around the edges — not just the happy path — before an internal team builds on top of it.
• Monitor data and agent behavior post-deployment, and close the loop when what shipped doesn't match what was specified.

• Triage production issues in a rapid-pace environment: assess urgency and escalation, coordinate across internal teams, document the bug clearly, and drive it through to a real fix.
• Uncover root causes across technical, operational, and business processes — not just the symptom the reporting team saw.
• Write the ad hoc queries and reports needed to prove what's actually happening, and take solutions from scoping through implementation.

• Serve as the first knowledgeable point of contact for cross-team asks — the person who can answer "can Concierge do this on our surface?" the same day.
• Build a durable intake process for those asks so the team can absorb them without derailing roadmap work, and so patterns get productized instead of re-solved.
• Turn recurring one-off requests into scalable implementation patterns that let the next team onboard quickly.

• 5+ years of experience in technical integrations, solutions engineering, solutions architecture, or technical program/product roles.
• Deep comfort with APIs, event-driven systems, and complex multi-service integrations — and the ability to explain them clearly to both engineers and executives.
• Ability to map complex workflows and identify root causes across technical, operational, and business processes.
• Base knowledge of SQL, and real proficiency using AI tools to validate information and resolve integration issues quickly.
• Strong track record of troubleshooting production issues and driving cross-team solutions through completion.
• Product sense sharp enough to QA effectively — you notice when something is technically correct but wrong for the user.
• Comfortable moving between technical implementation discussions, product strategy conversations, and executive-level stakeholder meetings.
• Treats internal teams as first-class customers, and thrives in a fast-moving startup environment.

• Experience with AI, LLM, or conversational systems and the products built on them.
• GCP familiarity and an understanding of microservices architecture.
• Background in loyalty, rewards, hospitality, fintech, travel, or other partner-driven ecosystems.

• Compensation - We offer a competitive salary with a meaningful stake in the company via equity and our performance bonus program
• Health insurance for you (& your loved ones) from day one - Enjoy a One Medical Membership, wellness stipends, family programs and more, on us. We’ve got you and your family covered from day one.
• 401k plan with a match - Retirement may feel more like a pipe dream than a reality but we’re here to help you get there.
• Commuter FSAs - We believe the best ideas come from being together in one place. We just don’t think getting there should be so expensive.
• UNLIMITED PTO - Because we believe that working hard shouldn’t mean always working. Take time for you as often as you need it.
• Exclusive Employee only Bilt Points - We give our employees unique opportunities to earn points throughout their time at Bilt.
• Team Events - We believe in human connection so we hold events to help our employees break from the monotony of the typical work week.