Manager, Deployment Engineering

The Role

We are looking for a customer-focused, detail-oriented Manager to lead our Deployment Engineering and Customer Support teams, ensuring a seamless deployment process and reliable long-term support for our customers. The Manager of our Deployment Engineering and Customer Support will be responsible for overseeing the end-to-end customer onboarding, integration, and ongoing support experience.

In this role, the Manager leads the Deployment Engineering team in planning, coordinating, and ensuring the successful deployment of custom data integration interfaces to a variety of public safety software systems. While the Manager’s primary role is to provide leadership and coordination—ensuring engineers have clear technical requirements, realistic timelines, and the resources needed to execute deployments efficiently—there are occasions when the Manager will take ownership of a deployment directly to maintain schedules, address complex challenges, cover transitions, or ensure a high-priority project’s success. This includes managing project schedules, removing blockers, coordinating with customers and internal stakeholders, and monitoring quality standards for all technical deliverables.

In addition, the Manager leads the Customer Support team to ensure a responsive, customer-focused approach to post-deployment support. This includes establishing and tracking performance metrics, setting service-level expectations, overseeing incident resolution processes, ensuring proper escalation handling, and fostering a culture of continuous improvement. The Manager works closely with both teams to identify recurring issues, implement preventative measures, and refine processes to improve customer satisfaction and operational efficiency.

This is a client-facing position, which would require remote presentation and communication skills on a regular basis. The Manager must have a strong ability to collaborate effectively both internally and externally, can overcome complex problems, and the ability to deploy solutions in an organized, thorough, and timely manner.  

This position can be based at any of our offices across the United States or Canada or performed remotely from a home office. Preference will be given to candidates who are available to work on-site at one of our headquarters.

What You’ll Do

• Lead and develop the Deployment Engineering and Customer Support teams to deliver exceptional customer experience from onboarding through long-term support.
• Oversee the planning, scheduling, and execution of integration deployments, ensuring projects meet technical requirements, timelines, and quality standards.
• Serve as an escalation point for complex deployments and high-impact customer issues, stepping in to carry out deployments when needed.
• Partner with customers and internal stakeholders to define scope, technical specifications, and success criteria for integrations.
• Guide the team in applying ETL fundamentals and best practices to deliver reliable, high-quality data interfaces for both cloud and on-premises integrations.
• Monitor performance metrics for both deployment success rates and customer support service levels, using them to drive continuous improvement.
• Ensure timely and effective resolution of escalated support cases, coordinating across teams when necessary.
• Facilitate quality control and validation reviews to confirm accuracy and completeness of deployed integrations.
• Foster clear, consistent communication between technical and non-technical stakeholders during deployments and support engagements.
• Implement and refine processes to streamline onboarding, reduce recurring incidents, and improve response times.
• Oversee documentation of integration designs, deployment procedures, knowledge base repository, and support solutions for internal and customer use.
• Mentor and coach team members, promoting professional growth and technical skill development.
• Collaborate with project management to align deployment roadmaps with strategic priorities.
• Analyze support trends and customer feedback to identify opportunities for product and process improvements.
• Advocate for the customer’s perspective in cross-functional discussions to enhance both deployment and post-deployment experiences.

What You’ll Bring

• Excellent written and verbal communication skills, with the ability to interact effectively with customers, team members, and executive stakeholders.
• 5+ years of experience in a customer-facing technical role, with a track record of managing escalations and ensuring positive customer outcomes.
• 5+ years of experience in Information Technology or Engineering, primarily with ETL integrations and customer support environments.
• Bachelor’s degree in Engineering, Management Information Systems, Information Technology, Computer Science, or equivalent work experience.
• Demonstrated experience leading technical teams, including performance management, coaching, and skill development.
• Proficiency using and mentoring PowerShell or another scripting language to automate workflows, manipulate data, and improve support efficiency.
• Strong SQL mentorship expertise, including writing complex queries with multiple joins, CTEs, and dynamic T-SQL statements.
• Proven ability to oversee and improve customer support operations, including ticket prioritization, SLA adherence, and knowledge base management.
• Experience managing technical projects from kickoff through completion, coordinating resources, timelines, and deliverables.
• Meticulous and delivering consistent, high-quality results to customers.
• A customer-centric mindset with a commitment to keeping customers engaged, supported, and satisfied throughout their lifecycle.
• A genuine desire to support public safety agencies and the communities they serve.
• Ability to collaborate across functions to resolve complex technical challenges and streamline processes.
• Strong organizational and prioritization skills to manage multiple concurrent deployments and support initiatives.
• Ability to pass criminal background checks with U.S. and Canadian public safety agencies.

You'll Succeed if You Have:

• Proven experience leading and developing technical teams, ideally in both deployment/integration and customer support functions.
• A background in ETL software integrations, including designing and validating data transformation workflows.
• Strong data analysis skills, with the ability to identify patterns, troubleshoot discrepancies, and ensure data integrity.
• Experience managing technical projects from initiation through completion, balancing timelines, scope, and quality.
• Familiarity with Atlassian (Jira / Confluence), GitHub, Datadog, Metabase, and PagerDuty.
• Experience with Windows administration, including scheduled tasks and Active Directory domain management.
• Proficiency in PowerShell scripting for automation, data handling, and system administration tasks.
• Understanding of Ruby on Rails or another object-oriented programming language.
• Experience in customer support leadership, including escalation handling, service-level management, and customer satisfaction improvement.
• Strong stakeholder communication skills, capable of translating technical concepts for non-technical audiences.
• Ability to establish and monitor performance metrics for both deployment and support teams.
• Familiarity with on-premises and cloud-based database systems, including SQL schema navigation.
• A track record of implementing process improvements to enhance operational efficiency and reduce recurring issues.
• Experience facilitating cross-functional collaboration between engineering, project management, and customer-facing teams.
• A customer-centric mindset with a commitment to delivering seamless onboarding and high-quality long-term support.