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Staffbase · 15 hours ago

Manager, Technical Services

New York, NY

Full-time

Hybrid

Mid, Senior Level

$110K/yr - $130K/yr

5+ years exp

Staffbase is a Unicorn company that focuses on enhancing employee communication through an AI-native Employee Experience Platform. They are seeking a Manager of Technical Services to lead their North American Technical Consulting team, focusing on customer technical support during onboarding and growth phases while ensuring high-quality technical delivery and managing complex escalations.

Enterprise SoftwareMobile AppsSaaSSoftware

H1B Sponsor Likely

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

Qualification

Technical consultingIdentity managementAPI integrationEmail configurationSAML 2.0OIDCSCIM provisioningREST APIsStakeholder managementHTMLCSSJavaScriptTypeScriptLeadershipProject managementCommunicationCollaboration

Required

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

Preferred

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

Benefits

Flexible working time models and the option of hybrid work

Yearly flex work allowance of $1608

31 vacation days annually (incl. one floating holiday)

Pro rata fully paid Fridays off during August

Monthly Wellbeing Allowance $40, from fitness to mental health, hobbies to relaxation

401(k) plan with company match

Health plans, including dental & vision

12 weeks of paid parental leave

One day off per year for supporting a social project

Health insurance coverage

Equity

Employee growth budget

Life and disability insurance

Wellness days

Paid holidays

Paid time off (PTO)

Company

Staffbase

Glassdoor3.6

Staffbase Communications Cloud provides companies with a complete platform to develop, deliver, and measure communications that inspire.

Founded in 2014

Chemnitz, Sachsen, DEU

501-1000 employees

https://staffbase.com

H1B Sponsorship

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2024 (1)

2021 (2)