ALPR TSO Manager
About The Position
We are seeking a Technical Support Operations Manager to lead, mentor, and elevate a high-performing team of technical support professionals. In this role, you will champion operational excellence, drive continuous improvement across our support framework, and manage high-severity escalations to keep our customers connected and secure. You will serve as a key bridge between field support, product management, and engineering teams while leveraging modern technologies to scale our support ecosystem. This role offers the opportunity to foster an inclusive, collaborative environment where team members thrive and reach their full career potential or equivalent practical experience.
Requirements
- ITS Systems & Physical Security to support vehicle intelligence solutions, ALPR, or physical security platforms
- Network Infrastructure to analyze and troubleshoot Firewall, WAN, LAN, and Router architecture
- Information Security to apply core information security theory and best practices within operational workflows
- Service Management Platforms to leverage advanced functionality in ServiceNow (SNOW), GSuite, and workforce management systems
- Technical Certifications to apply foundational principles from A+, Network+, Security+, or ITIL certifications
- Remote Team Leadership to manage and scale distributed technical support operations
- Cross-Functional Partnering to align support operations with broader business goals alongside engineering and sales teams
- Data-Driven Analysis to translate operational metrics into actionable insights for product quality improvements
- Bachelor's degree in a technical or business discipline
- 4+ years of experience in technical support
- Must be able to obtain background clearance as required by government customer
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Nice To Haves
- Experience managing a remote technical support environment
- ITIL Foundation or Practitioner certification
- Familiarity with vehicle intelligence products, ALPR, or physical security technologies
- Industry technical certifications such as A+, Network+, or Security+
Responsibilities
- Lead, mentor, and develop a team of Technical Support Technicians through regular 1:1s, continuous onboarding, and career growth planning
- Manage support performance to consistently meet or exceed established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
- Oversee data integrity within database systems while helping to ensure team compliance with quality, security, and operational policies
- Serve as the principal escalation point for critical customer incidents, guiding triage and swift resolution
- Coordinate cross-functionally with engineering and product management teams during major incidents to drive effective functional escalations
- Oversee complex customer situations, acting as a dedicated candidate advocate while balancing organizational priorities
- Synthesize operational support data to deliver actionable product insights to engineering and product teams
- Drive the creation and maintenance of internal knowledge base resources to improve first-contact resolution rates
- Promote the adoption of next-generation technologies and Priority Intelligence™ capabilities to expand ecosystem scalability
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
