GeneralSummaryThe Principal, Technical Services is a senior leader responsible for driving strategy, execution, and continuous improvement across technical service operations. This individual serves as a subject matter expert and trusted advisor, ensuring high-quality service delivery, operational excellence, and strong customer outcomes. The role partners cross-functionally with Product, Engineering, Customer Success, and Sales to align technical capabilities with business goals.
Key Responsibilities:Technical Leadership & Strategy
- Define and execute the technical services strategy aligned with organizational goals.
- Serve as a senior technical authority across products, platforms, and service delivery models.
- Drive innovation, scalability, and modernization of service offerings.
- Lead complex and high-impact client engagements or escalations.
Service Delivery Excellence
- Oversee delivery of technical services including implementation, integration, support, and optimization.
- Ensure services meet SLAs, quality standards, and customer expectations.
- Establish best practices, frameworks, and standardized processes.
- Monitor performance metrics and implement continuous improvement initiatives.
Cross-Functional Collaboration
- Partner with Product and Engineering teams to influence roadmap and product enhancements based on customer feedback.
- Collaborate with Sales and Customer Success to support pre-sales activities and customer retention efforts.
- Act as a key escalation point for critical customer issues.
Customer Engagement
- Build and maintain strong relationships with key customers and stakeholders.
- Provide executive-level guidance and technical consulting on solution adoption and optimization.
- Lead strategic customer reviews and ensure long-term success outcomes.
Team Leadership & Mentorship
- Mentor and guide senior engineers, technical consultants, and service teams.
- Foster a culture of technical excellence, accountability, and innovation.
- Contribute to talent development, hiring, and organizational design.
Operational & Business Impact
- Manage budgets, resource allocation, and service profitability (as applicable).
- Identify opportunities for efficiency, automation, and cost optimization.
- Support development of new service offerings and go-to-market strategies.
QualificationsRequired
- Bachelor's degree in engineering, Computer Science, or related field (Master's preferred).
- 10+ years of experience in technical services, engineering, or related roles.
- Proven experience leading complex technical initiatives and customer engagements.
- Deep expertise in relevant technologies (e.g., cloud platforms, enterprise systems, infrastructure, SaaS environments).
- Strong leadership, communication, and stakeholder management skills.
Preferred
- Enterprise scale Data Warehouse experience
- Experience with Snowflake and Databricks is a plus
- Power BI and Tableau is a plus
- Enterprise cloud services experience including Terraform and advanced tenant architecture
- Azure and AWS experience
- Oracle and enterprise ERP and RDBMS experience
- Advanced MicroSoft suite infrastructure experience and expertise
- Experience in a client-facing consulting or professional services environment.
- Track record of scaling service operations or building high-performing teams.
- Familiarity with ITIL, Agile, DevOps, or similar frameworks.
- Industry certifications (e.g., AWS, Azure, PMP, ITIL).
This job description is not all inclusive and is intended to capture most of the job functions. Special projects and other tasks may be required by management.
