Technical manager, Product Implementation & Support

**Overview : **

Technical manager, Product Implementation & Support

We are looking for a dynamic, high-octane Technical manager, Product Implementation & Support to join our core leadership layer. This role is designed for a fierce, hands-on player-coach who will anchor our client-facing engineering delivery, optimize our cross-functional processes, and build, restructure, and scale an elite support engineering team underneath them. 

While this position requires a solid grasp of our architectural landscape, its true heart lies in exceptional customer service, an intense sense of urgency, and the right leadership attitude. We need a high-spirited, growth-oriented leader who brings flawless professionalism to enterprise clients, champions account stability, and partners directly with Customer Success and Core Engineering to deliver rapid operational continuity. 

The Role: Strategic Orchestration & Team Leadership 

You will be the champion of client satisfaction, system reliability, and cross-functional operational alignment—sitting square at the intersection of Core Engineering, Infrastructure, Customer Success, and the Enterprise Client. 

Core Responsibilities: 

• Customer Service & Urgency: Instil a culture of rapid responsiveness and customer-first execution. You will act as the escalation anchor, ensuring critical client issues are met with immediate velocity and transparent communication. 

• Team Building & Scaling: Assess our current technical talent pool, identify operational gaps, and architect a modern support engineering unit. You will mentor, upskill, and lead this team to operate with high empathy and efficiency. 

• Integration & Operational Oversight: Develop a strong functional understanding of our multi-component ecosystem. You will oversee intricate bi-directional data flows and third-party integrations, ensuring deep awareness of ELT processes, data quality, and data integrity to protect the customer experience. 

• The Technical Bridge: Maintain a strong conceptual and practical overlap with Core Engineering and Infra. You don't need to be the primary coder, but you must know enough technology to parse logs, understand system architecture (Next.js, Node.js, .NET/C#), and trace distributed data flows alongside senior architects. 

• System Reliability & SLA Architecture: Own the customer-facing lifecycle frameworks, root cause communication, change management, and strict adherence to contractual Uptime, Delivery, and Support SLAs. 

• Customer Success Alignment: Partner closely with Customer Success to manage critical escalations, deliver polished technical updates to enterprise clients, and translate complex SOW commitments into predictable engineering delivery plans. 

What We’re Looking For: 

• The Right Attitude: A positive, solutions-oriented mindset. You approach high-pressure situations with calm determination, professional etiquette, and business acumen. 

• Customer Success & Support Substance: Strong analytical and troubleshooting skills with an underlying understanding of REST APIs, JSON, databases, and modern observability tools to ensure you can speak the language of both the client and the developer. 

• Orchestration & Leadership Experience: A proven track record of leading, structuring, and managing technical execution, implementation, or support squads with a high sense of accountability. 

• Elite Communication: Exceptional verbal and written communication skills. You can balance deep technical triage with the professional diplomacy required to interface with executive stakeholders and enterprise clients. 

Why Join? 

You will have the autonomy, backing, and resources of leadership to shape this department from the ground up, providing a bird's-eye view of a modern, high-scale enterprise landscape. 

Ready to build the front line? Reach out directly. Tell us about a time you took a chaotic customer situation, managed it with an intense sense of urgency, and built the process or team necessary to keep that client running flawlessly.