Manager, Technical Services – Customer Support

This is a fully remote position, open to applicants in Alabama, +28 more states.

📋 Description

• Oversee post-sales technical services teams in support of Exacom Hindsight 4

• Supervise Field Engineers tasked with installation, deployment, maintenance, upgrades, and system cutovers

• Guide, mentor, and assess the performance of Field Engineers

• Conduct individual meetings, performance evaluations, resource allocation, and technical coaching

• Set key performance indicators for response times, resolution rates, project delivery timelines, and customer satisfaction

• Promote a collaborative environment conducive to 24/7 public safety operations

• Organize, plan, and implement on-site hardware and software installations

• Collaborate with project managers and client IT/dispatch directors regarding deployment schedules and site readiness

• Ensure compliance with installation protocols, site acceptance testing, and security standards

• Act as the technical point of contact during commissioning and go-live phases

• Oversee the project backlog to guarantee timely project completion and revenue generation

• Improve support workflows, deployment checklists, and knowledge base documentation

• Build relationships with Public Safety Answering Points (PSAPs), police departments, and emergency communication centers

• Handle customer escalations with composed leadership and effective communication

• Engage in an escalation rotation and travel occasionally to field sites

⛳️ Requirements

• 5+ years of progressive experience in technical management leading support and/or field deployment teams

• Previous experience in public safety, mission-critical settings, telecommunications, or NG911 systems is highly preferred

• Proven success in managing multi-disciplinary technical teams, both remote and on-site

• Comprehensive understanding of VoIP, SIP, RoIP (Radio over IP), and audio recording/logging technologies

• Practical knowledge of Windows Server environments, networking protocols (routers, switches, firewalls, VLANs), and SQL databases

• Familiarity with computer telephony integration (CTI) and dispatch console architecture

• Direct experience with Exacom Hindsight 4 or comparable multi-channel logging solutions like NICE, Verint, or Eventide is a significant advantage

• Exceptional ability to maintain composure and facilitate resolution during critical outages

• Strong verbal and written communication skills

• Excellent project coordination capabilities with the ability to juggle competing priorities

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent practical experience

• Ability to obtain background clearance as required by government clients

• Must be eligible to obtain background clearance for work involving law enforcement and emergency services infrastructure, including CJIS compliance

• Legal authorization to work in the U.S. indefinitely

• Employer work permit sponsorship is not available

• Willingness and ability to travel 25–50%

🏝️ Benefits

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & Family Leave

• Referral Payment Plan

• Up to 20–30% travel support for major field installations or critical customer sites