About the role:Reporting to the VP of Customer Success, Pavel Yusupov, we are looking for a strategic and hands-on Head of Technical Services who will build and lead our technical customer success initiatives. You will drive the success of enterprise customers by solving complex challenges at the intersection of physical security, information technology, and AI.
As the leader of this team, you will own technical onboarding, system integrations (e.g., Physical Access Control Systems), and advanced troubleshooting. Your ability to identify, nurture, and grow exceptional talent will be crucial as you build a culture of continuous learning and technical excellence within the team. In our fast-paced, high-growth environment, you'll need to be highly adaptable and capable of evolving strategies and processes as we scale. You'll ensure seamless technical delivery throughout the customer lifecycle while working closely with our product and engineering teams to enhance our offerings and improve serviceability.
What you'll do:- 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
What you'll bring:- 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
Preferred Qualifications:- 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
Why join us:- 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
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