Manager, Technical Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the systems integration delivery team at Grace Hill within the Delivery organization.

• Take responsibility for backend connectivity, system provisioning, API/SSO integrations, historical data migrations, and automated data feeds.

• Oversee the transition between Sales Engineering presale discovery and the execution of Integration Specialist delivery.

• Establish and uphold internal technical Service Level Agreements (SLAs) for Implementation and Support.

• Act as the escalation-tier technical authority for intricate enterprise engagements and technology partner relationships.

• Evaluate Sales Engineering integration materials and battlecards for technical accuracy.

• Assist in escalated prospect calls that involve IT security reviews, architecture discussions, and custom data feed scoping.

• Maintain operational relationships with technology partners, manage developer sandboxes, track API deprecations, and address shared outages.

• Supervise SSO, API connections, historical data imports, and automated data pipelines.

• Ensure that technical setups comply with data security and compliance standards.

• Oversee transactional provisioning, feature toggling, and backend environment configuration.

• Drive automation initiatives to minimize manual account provisioning time.

• Receive technical requests from Implementation and Support teams and enforce SLAs.

• Escalate issues related to broken integrations, failed data syncs, and critical provisioning errors.

• Collaborate with Product and Engineering on administrative tools and API enhancements.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Systems, or a related field, or a comparable combination of education and work experience.

• Over 5 years of experience in technical services, systems integration, or implementation engineering.

• At least 2 years in a people-management or team-lead role.

• Solid understanding of SSO/authentication protocols, including SAML 2.0 and OIDC.

• Strong knowledge of REST APIs and SFTP.

• Familiarity with data migration practices.

• Experience in managing technical SLAs and ticket-driven support operations.

• Proficient with Zendesk, Jira, ServiceNow, or similar systems.

• Demonstrated ability to communicate complex technical concepts to non-technical stakeholders.

• Capability to use standard business equipment and technology with or without accommodation.

• Willingness to travel occasionally for enterprise client escalations or technology partner meetings, if necessary.

• Must be located in the US and authorized to work in the US at the time of hire.

• Grace Hill does not provide visa sponsorship or assistance.

🏝️ Benefits

• Bonus

• Health insurance

• Dental insurance

• Vision insurance

• 401K

• PTO

• Life insurance

• Disability insurance