Manager, Technical Services

Staffbase•New York, NY

4d•$110,000 - $130,000

About The Position

We inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication with the first AI-native Employee Experience Platform. Our industry-leading and award-winning agentic AI communications channels - intranet, employee app and email solutions - create engaging experiences that connect and empower employees. Headquartered in Chemnitz, Germany and New York City, with offices in Berlin, London, Sydney, Tokyo, Prague, and Minneapolis–St. Paul, our diverse team of 750+ employees supports 2,000+ customers—reaching over 16.4 million employees—in transforming their employee experience. We are proud to be a Unicorn company—privately valued at over $1 billion—demonstrating strong growth, innovation, and lasting impact in our industry. Together, we’re shaping the future of workplace communication. We are growing our Customer department! We are looking for a Manager, Technical Services in our Minneapolis, NYC, or Toronto office. In this role, you will lead our North American Technical Consulting team. The team’s primary focus is partnering with customers on technical topics during the onboarding and growth phases, including identity and access management, user provisioning, domain and email setup, and integrations that drive full product adoption. This is a leadership role, but it requires strong hands on technical depth. You should be able to guide solution design and troubleshoot complex identity, provisioning, email, and API integration issues alongside the team.

Requirements

5+ years in technical consulting, solutions engineering, implementation engineering, technical onboarding, or a similar customer facing technical role in B2B SaaS, including enterprise customers
2+ years leading, managing, or mentoring technical team members in a high accountability environment
Hands on experience designing, implementing, and troubleshooting identity and provisioning solutions, including: SAML 2.0 and or OIDC At least one major IdP such as Entra ID, Okta, Ping, or ADFS SCIM provisioning and directory or group mapping patterns
Strong fundamentals in email and domain configuration, including SPF, DKIM, DMARC, and DNS
Experience with integrations using REST APIs and or webhooks, including API authentication patterns such as OAuth2 or token based auth
Ability to read technical artifacts and guide execution, including logs, API responses, JSON payloads, and basic troubleshooting workflows
Familiarity with HTML, CSS, and JavaScript or TypeScript, especially in the context of templates or lightweight front end work
Strong communication, leadership, project management, and stakeholder management skills
Comfortable working in a fast paced, high growth environment and able to facilitate change
Ability to explain technical concepts clearly to non technical audiences, including customer admins and business stakeholders
Experienced collaborating cross functionally with Onboarding, Sales, Customer Success, Product, and Support

Nice To Haves

Familiarity with Microsoft 365 or Google Workspace environments as they relate to email authentication and routing concepts
Experience with middleware and integration tooling such as Workato, Zapier, or Mulesoft
Experience creating technical playbooks, delivery standards, and repeatable implementation frameworks across a team

Responsibilities

Lead and develop the Technical Consultants in North America, including hiring, coaching, performance management, and career development
Own team operating rhythm and capacity planning, including meetings, shifts, responsibilities, and coverage needed to meet SLAs and internal targets
Partner with cross functional stakeholders to manage complex escalations using structured root cause analysis and prevention, and ensure a clear handoff from the technical onboarding phase into the Customer Success phase
Own technical delivery quality for NA onboarding and paid technical services
Serve as the technical escalation point for high complexity issues, guiding structured troubleshooting, clear customer communication, and durable fixes
Standardize repeatable approaches, playbooks, and templates for common technical workflows, including: SSO and access management using SAML 2.0 and OIDC, including certificate management, claims and attribute mapping, and MFA considerations User provisioning using SCIM 2.0, including source of truth alignment, group mapping, deprovisioning behaviors, and troubleshooting sync issues Email and domain setup, including DNS and authentication fundamentals such as SPF, DKIM, DMARC, and domain verification Integrations using REST APIs, including authentication patterns, error handling, and monitoring
Partner with Implementation Consultants, Sales, and Customer Success to determine feasible technical solutions and reasonable implementation timelines
Collaborate with Product and Support to identify recurring technical issues and drive improvements in tooling, documentation, and product readiness
Implement and improve KPIs such as Time to Value, utilization rate, escalation rate, and services margin to grow the technical consulting entity into a revenue generating team
Build clarity and consistency in how technical services are positioned, delivered, and measured across onboarding and growth engagements
Contribute to the global consulting framework through close collaboration with teams in EMEA

Benefits

Competitive Compensation - we offer attractive salary packages including LTIP (unit-based Long Term Incentive Plan)
Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $1608
Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
Wellbeing - Monthly Wellbeing Allowance $40, from fitness to mental health, hobbies to relaxation
Support - we’re offering a 401(k) plan with company match and health plans, including dental & vision. Parents can get 12 weeks of paid parental leave
Volunteer Day - you’ll get one day off per year for supporting a social project

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume