Head of Technical Services

Ambient.ai

1d • Hybrid

About The Position

Ambient.ai is the category creator and leader in Agentic Physical Security, utilizing Ambient Pulsar, the first reasoning Vision-Language Model purpose-built for physical security. Their platform seamlessly integrates with existing security cameras and physical access control systems to unify monitoring, access control, threat assessment, response, and investigations, augmenting security operators with superhuman capabilities. This results in 95% fewer false alarms, investigations 20x faster, and 10x faster response. The company has doubled new ARR in FY26, processes over 200M video hours daily, and serves world-class customers including Cisco, ServiceNow, SentinelOne, TikTok, Bayer, and MoMA. Founded in 2017 and backed by Andreessen Horowitz, Y Combinator, and Allegion Ventures, Ambient.ai aims to prevent every security incident possible. The Head of Technical Services will report to the VP of Customer Success and is sought to build and lead technical customer success initiatives. This role involves driving the success of enterprise customers by solving complex challenges at the intersection of physical security, information technology, and AI. The leader will own technical onboarding, system integrations (e.g., Physical Access Control Systems), and advanced troubleshooting. A crucial aspect will be identifying, nurturing, and growing exceptional talent, fostering a culture of continuous learning and technical excellence. In a fast-paced, high-growth environment, adaptability is key to evolving strategies and processes while ensuring seamless technical delivery throughout the customer lifecycle and collaborating with product and engineering teams to enhance offerings and improve serviceability.

Requirements

• 8+ years of experience as a customer-facing technical expert
• 5+ years in a formal leadership role with a proven track record of building and leading high-performing technical teams
• Strong hands-on experience with technical discovery, solution design, and complex enterprise integrations
• Proven ability to drive accountability and execution within a team, with clear ownership of customer outcomes
• Experience working across multiple systems and environments, ideally within a systems integrator or similar setting
• Experience operating in a fast-paced, high-growth or startup environment with evolving processes and priorities
• Firm understanding of networks, systems engineering, and enterprise IT
• Strong problem-solving skills with the ability to navigate ambiguity and high-pressure customer scenarios
• Exceptional interpersonal skills with the ability to build strong relationships across technical and business teams
• Outstanding written and verbal communication skills, including executive-level presentation abilities
• Strong consultative approach with both internal teams and enterprise customers

Nice To Haves

• Experience in physical security, including access control systems, camera/video environments, or related infrastructure
• Background working at or closely with a systems integrator or services-driven organization
• Familiarity with onboarding and troubleshooting in real-world, on-site customer environments
• Experience supporting integration-heavy or technically complex deployments for enterprise customers
• Exposure to AI-driven software, computer vision, or security technology ecosystems

Responsibilities

• Lead and develop a small team of technical experts across varying experience levels, including senior ICs and junior to mid-level engineers
• Set and maintain a high hiring bar while building a balanced team that can scale in capability, not just size
• Own technical delivery outcomes across onboarding, implementation, integrations, and advanced troubleshooting for enterprise customers
• Establish clear accountability for customer deliverables within the team, ensuring consistent, high-quality execution
• Serve as the bridge between Customer Success and Engineering, aligning customer needs with technical execution and product capabilities
• Guide technical discovery and architectural planning with customers to ensure successful and scalable deployments
• Act as the escalation point for complex technical challenges, providing direction and support without becoming the default owner of execution
• Support scoped, customer-specific technical initiatives, including integrations and configuration work, without introducing a heavy professional services model
• Define and implement standards, playbooks, and best practices to improve deployment quality, predictability, and time to value
• Partner closely with CSMs to define clear ownership boundaries and ensure seamless customer experiences
• Identify patterns across deployments and translate them into improvements in process, documentation, and product feedback
• Collaborate with Product and Engineering to improve serviceability, integration capabilities, and overall customer outcomes
• Align team priorities and execution with broader Customer Success goals and company objectives

Benefits

• We are creating an entirely new category within a 120+ billion-dollar physical security industry, and we’re looking for team members who share our mission to prevent every security incident possible
• We have an impressive customer roster of F500 companies, including Adobe, TikTok, and SentinelOne
• Regular full-time employees receive stock options for the opportunity to share in the success of our company
• Comprehensive health + welfare package (Medical, Dental, Vision, Life, EAP, Legal Services, 401k plan)
• We offer flexible time off to rest and recharge, including Winter Break (time off between Christmas and New Year’s for most roles depending on customer demand)
• The latest tech and awesome swag will be delivered to your door
• Enjoy a full range of opportunities to connect with your awesome co-workers
• We love to hike, are foodies, and love music! Check out our most recent Ambient Spotify Playlist

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 11-50 employees