Deployment Technical Support Manager

Tech Stack

Responsibilities

• Manage, coach, and develop a team supporting overnight deployments and deployment readiness, including hiring, onboarding, training, and performance management.
• Own queue health, prioritization, and consistent execution against SLAs, setting and tracking KPIs for response/resolution, reopen rate, repeat incidents, and escalation quality.
• Lead readiness workflows to prevent install-day issues, partnering with vendors/ops/logistics to ensure kitting accuracy, configuration, and labeling.
• Act as senior escalation point for high-severity or complex issues and lead overnight incident response (triage, mitigate, communicate, escalate, handoff).
• Maintain and improve runbooks, SOPs, readiness playbooks, and the knowledge base, identifying trends to drive fixes through process changes, automation, and tooling improvements.

Soft Skills

Benefits

• Equity
• Health Insurance
• Dental
• Life Insurance
• Disability Insurance
• 401k
• Flexible PTO
• Parental Leave

Culture