Technical Implementation Manager

Esper•Bellevue, WA

4h•$110,000 - $160,000•Onsite

About The Position

The Technical Implementation Manager (TIM) is the technical backbone of Esper’s customer accounts, acting as a forward-deployed technical expert. This engineering role focuses on owning the implementation process from contract signing through full fleet scale, bringing engineering-level depth to customer engagements. TIMs build solutions, utilize AI as a daily tool, and maintain the technical relationship within their assigned accounts. They partner with Enterprise Account Managers to bridge the gap between contract signing and devices going live, removing friction, resolving blockers, and connecting customer operational realities to Esper’s platform. A key aspect of this role is leveraging agentic AI tools across all responsibilities, including accelerating implementation workflows, building automation and integration tooling, identifying optimal technical solutions, generating account insights, and forecasting customer behavior. Technical fluency at the device operations layer is essential, enabling TIMs to hold credible conversations with both engineering teams and business stakeholders without constant reliance on Esper Engineering. The role involves end-to-end device implementation ownership, hands-on work with devices and MDM software, customer training, serving as the primary technical escalation point, debugging complex issues, and collaborating with hardware ecosystem partners. TIMs also partner with Enterprise Account Managers on QBRs, identify expansion opportunities, advocate for customer needs, and maintain account records in Salesforce. They are expected to use AI tools daily for implementation planning, troubleshooting, automation, and documentation, and to generate account insights from various data sources.

Requirements

3 to 5 years of Technical Delivery, Technical Implementation, Customer Engineering, or Solutions Engineering experience
2 or more years in a customer-facing technical role with a revenue component (Sales Engineering, Technical Consulting, Solutions Engineering, or similar)
Demonstrated experience using agentic AI tools (Claude Code, Cursor, Copilot Workspace, or equivalent) as part of daily professional workflows; ability to build or configure AI skills, connectors, agents, and automated workflows
Technical fluency at the device operations layer: Android, iOS, or Linux; MDM/EMM/UEM concepts; device provisioning, fleet configuration, and kiosk/POS environments
Ability to write and ship code (tooling, automation scripts, integrations); this is not a pure coding role but coding is a regular part of the job
Strong debugging and troubleshooting skills across complex, multi-system environments
Proven ability to manage multiple implementations and customer accounts simultaneously without losing detail or urgency
Strong communication and presentation skills: able to hold technical conversations with engineering teams and business conversations with executives in the same call
Comfortable working independently in ambiguous environments without detailed specifications or runbooks
Ability to travel approximately 10 to 15%

Nice To Haves

Android/AOSP experience (device management, firmware, provisioning, build systems)
Experience with MDM/EMM/UEM platforms
Proficiency in Python, Kotlin, Java, or Go
REST API design and integration experience
Experience working with hardware ecosystem partners (OEMs, ODMs, VARs, 3PLs, ISVs)
Background in device-heavy verticals: QSR, retail, hospitality, healthcare, logistics, or payments
Startup and enterprise experience; ability to operate effectively in both environments
Proficiency with Salesforce or similar CRM as a system of record

Responsibilities

Own end-to-end device implementations from onboarding through full fleet rollout, including the project plan, escalation path, and all technical blockers
Get hands-on with devices, MDM software, and platform configuration; train customers to operate Esper independently
Serve as the primary technical escalation point: triage and resolve issues, engage Engineering only when required, and coordinate with hardware ecosystem partners (OEMs, ODMs, ISVs, VARs, 3PLs)
Debug complex multi-system issues, produce clear documentation, and provide deep expertise across Esper platform configuration, provisioning, and MDM/EMM architecture
Partner with the Enterprise Account Manager on QBRs; surface expansion opportunities, maintain strong multilevel relationships, and advocate internally for customer needs with Product and Engineering
Keep account records, device milestones, and next actions current in Salesforce
Use agentic AI tools (Claude Code, OpenCode, custom agents) daily across implementation planning, troubleshooting, automation, and documentation
Leverage AI to generate account insights from calls, support history, and usage data to anticipate customer needs

Benefits

Medical, Dental, Vision 90% covered by the company
Life insurance
FSA (Medical & Dependent)
401K with a company match that vests immediately
Pet insurance discount
Unlimited time off policy with a mandatory 2 weeks off (minimum)
Daily catered lunches
Wide variety of snacks in the office
Family Benefits: Maternity, Parental, Adoption, & Surrogacy leave
Stand up desks with 36” curved widescreen monitors for each employee
Team hikes and other fun events (e.g. mini-golf, bowling, board game nights, trivia, outdoor events, etc.) on a monthly basis