Technical Services Manager

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 ownership of backend connectivity, system provisioning, API/SSO integrations, historical data migrations, and automated data feeds.

• Oversee the transition between the presale discovery conducted by Sales Engineering and the execution of delivery by Integration Specialists.

• Establish and uphold internal technical SLAs for Implementation and Support.

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

• Ensure Integration Specialists confirm presale technical discovery prior to the start of implementation.

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

• Assist with 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 deprecation schedules, and address shared outages.

• Supervise the configuration of SSO, API connections, and complex historical data imports.

• Oversee automated data pipelines for new implementations and current clients.

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

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

• Drive automation initiatives to minimize manual account provisioning time.

• Accept technical work tickets from Implementation and Support teams.

• Set and enforce internal SLAs for integration, data feed, and provisioning tasks.

• Serve as the top escalation point for disrupted integrations, failed data synchronizations, and critical provisioning issues.

• Collaborate with Product and Engineering on enhancements to administrative tools and APIs.

⛳️ Requirements

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

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

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

• Strong understanding of SSO/authentication protocols (SAML 2.0, OIDC), REST APIs, SFTP, and data migration practices.

• Experience managing technical SLAs and ticket-driven support operations (e.g., Zendesk, Jira, ServiceNow, or similar platforms).

• Proven capability to convey complex technical concepts to non-technical stakeholders, including Sales, Customer Success, and client IT teams.

• Experience collaborating with Sales/Go-To-Market teams on technical presale support is advantageous.

• Familiarity with SaaS or multifamily/commercial real estate environments is a plus.

• Ability to utilize standard business equipment and technology with or without accommodation.

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

• Must currently reside in the US.

• Must be authorized to work in the US or specify sponsorship needs.

🏝️ Benefits

• Bonus opportunities.

• Comprehensive health, dental, and vision insurance.

• Option for remote work.

• A collaborative, mission-driven culture.