RADAR · 11 hours ago
Deployment Technical Support Manager
New York, NY
Full-time
Hybrid
Mid, Senior Level
$120K/yr - $150K/yr
7+ years expRADAR is a fast-growing startup transforming the way the world thinks about physical retail. The Deployment Technical Support Manager will lead the Deployment Support function, ensuring operational readiness and managing a team responsible for troubleshooting and incident response during deployments.
Computer VisionE-CommerceRetailRFIDWireless
Responsibilities
Manage, coach, and develop a team supporting overnight deployments and deployment readiness
Own hiring, onboarding, training, and performance management
Plan coverage (overnight/weekends/holidays) aligned to install volume and SLAs
Own queue health, prioritization, and consistent execution against SLAs
Set and track KPIs (response/resolution, reopen rate, repeat incidents, escalation quality)
Run daily/weekly operating rhythms and quality audits (ticket hygiene, comms, handoffs)
Own readiness workflows to prevent install-day issues (checklists, gating steps, pre-install validation)
Partner with vendors/ops/logistics to ensure kitting accuracy, completeness, configuration, and labeling
Lead exception handling for mis-kits, missing parts, config issues, and last-minute changes; drive prevention
Act as senior escalation point for high-severity or complex issues
Lead overnight incident response: triage - mitigate - communicate - escalate - handoff
Ensure disciplined tracking and closure with L2/L3 (Triage/NOC/Systems/Engineering) and post-incident follow-through
Maintain and improve runbooks, SOPs, readiness playbooks, and knowledge base
Identify trends and drive fixes (process changes, automation, tooling improvements) to reduce repeat incidents
Produce clear reporting for leadership on performance, readiness risks, and systemic issues
Qualification
Required
7+ years in IT support / technical operations / NOC / helpdesk, ideally supporting SaaS + hardware/IoT ecosystems
3+ years people management experience (hiring, coaching, performance management) leading a technical support or operations team
Strong troubleshooting across hardware/software/networked systems; able to lead complex incident mitigation
Familiarity with Linux/Unix, SSH, networking, and command-line troubleshooting
Experience operating within SLAs and running structured incident response in a 24/7 environment
Proficiency with ticketing and support tools (Jira, Zendesk, ServiceNow) and remote support workflows
Strong communication skills—clear customer-ready updates, confident cross-functional leadership
Ability to manage ambiguity, competing priorities, and high-impact work during overnight and deployment-critical windows
Preferred
Experience with retail deployments, RFID, and/or distributed hardware fleets
Experience owning readiness workflows: kitting/staging, BOM validation, asset tracking, labeling, vendor QA, logistics handoffs
Experience building support operations: KPIs, QA programs, postmortems, runbooks, problem management, and automation
Vendor/integrator management experience in large-scale rollout programs
Benefits
Equity
Comprehensive medical and dental coverage
Life and disability benefits
401k plan
Flexible time off
Paid parental leave
Company
RADAR
RADAR is an RFID and computer vision platform that automates inventory management, analytics, and checkout in physical stores.
51-200 employees
H1B Sponsorship
RADAR has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (3)
Funding
Current Stage
Growth StageTotal Funding
$139.66MKey Investors
Align Ventures
2024-06-11Debt Financing· $19.7M
2023-11-30Debt Financing· $15M
2023-07-13Series A· $30M
Leadership Team
Spencer Hewett
Founder/CEO
Recent News
Business Wire
2026-01-11
2025-10-04
Company data provided by crunchbase