Professional Services Director

About the position

Join the leader in providing smarter solutions for a safer world. The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle's mission is to be our customers' best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants. We are seeking an experienced and strategic Professional Services Director to lead our newly established Professional Services Team. This role is critical in managing reactive work, resolving complex production issues, and bridging the gap between engineering, product teams, and customers. The Professional Services Director will play a pivotal role in ensuring faster issue resolution, reducing engineering distractions, and enhancing customer satisfaction.

Responsibilities

• Establish and lead the Professional Services Team, ensuring it operates efficiently and aligns with company goals.
• Develop processes, workflows, and KPIs to track team performance and issue resolution.
• Collaborate with engineering, product management, QA, and support teams to resolve high-priority issues.
• Define quarterly goals for the Professional Services Team in alignment with business and engineering roadmaps.
• Make data-driven decisions to improve response times and resolution effectiveness.
• Oversee troubleshooting, root cause analysis, and resolution of critical technical issues (T3).
• Work closely with the support, field services, and Kastle installation teams to manage escalations.
• Develop best practices for debugging, reproduction, and resolution of customer issues.
• Ensure effective communication with customers through the support team regarding issue status and resolutions.
• Implement a structured prioritization framework for handling reactive work vs. roadmap tasks.
• Advocate for automation, documentation, and tooling improvements to reduce repetitive work.
• Identify scalable solutions for common issues that can be integrated into the core product roadmap.
• Plan for team expansion by assessing workload, feasibility, and hiring additional Support Engineers.
• Work closely with Development Team Leads, Scrum Masters, and Product Managers to resolve complex issues.
• Partner with QA teams to ensure high-quality solutions and proper release approvals.
• Influence engineering and product decisions by providing insights from real-world customer challenges.

Requirements

• 10+ years of experience in technical leadership, systems engineering, or support management.
• Strong background in software engineering, debugging, and troubleshooting complex hardware and software systems.
• Experience managing customer escalations and issue prioritization at a high-growth company.
• Deep understanding of incident management, root cause analysis, and technical support workflows.
• Proven ability to work cross-functionally with engineering, product, and customer success teams.
• Experience working in distributed global teams (US & India).
• Exceptional communication and stakeholder management skills.
• Experience in defining KPIs, tracking progress, and making data-driven decisions.
• Experience in SaaS, Cloud-based, or Enterprise solutions.
• Knowledge of agile development methodologies and DevOps practices.
• Familiarity with support ticketing systems, logging tools, and debugging frameworks.
• Strong automation mindset to improve efficiency in issue resolution.