Premier Services Technical Manager
Core
Lead and scale the Premier Support Services program for public safety and enterprise customers, ensuring seamless operation of critical communication and video security technologies.
Role type
Senior Technical Manager (Premier Support Services)
Builds
Premier Support Services program and operational workflows
Domain
Public Safety / Enterprise Communications / Video Security
Required skills
Escalation management, SLA & KPI tracking, Process standardization, Executive relationship management, Cross-functional collaboration, Team mentorship
Preferred skills
8+ years in software/engineering/professional services, Extensive technical leadership experience, Service plan development
Technologies
Critical communication systems, Video security platforms, Command center technologies
Responsibilities
Oversee strategic growth and standardization of support processes, Manage and mentor a dedicated support team, Serve as executive escalation point for key client accounts, Coordinate incident resolution and root cause analysis during critical outages, Partner with sales, engineering, and product teams, Track and analyze KPIs against committed SLAs
Seniority
Senior, hands-on IC with leadership scope
