Job Type
Full-Time Regular
Location
Dallas-Fort Worth Metroplex · TX


Location: Dallas, TX (Remote with ability to travel to Dallas, TX)
Conducted by: Peskind Executive Search

Overview

Our client, a rapidly growing technology company in the security and airspace solutions sector, is seeking an experienced Support Manager to lead and scale its technical support operations. This individual will manage both remote and field-based teams, driving operational excellence across hardware and SaaS support while ensuring clients receive responsive, high-quality service.

This is a remote role with travel to Dallas, TX, offering the opportunity to join a dynamic, employee-focused organization at the forefront of innovation.

Key Responsibilities

  • Lead and manage a team of 10 remote support specialists and two field support engineers.

  • Oversee hardware support for enterprise systems including IP cameras, servers, and sensors.

  • Direct SaaS support operations including troubleshooting, escalations, onboarding, and training.

  • Establish processes, workflows, and documentation standards to ensure consistency and efficiency.

  • Define, monitor, and report on KPIs, SLAs, and client satisfaction metrics.

  • Build and maintain internal and external knowledge bases.

  • Handle escalations and ensure client issues are resolved quickly and effectively.

  • Partner with engineering and product teams to resolve complex technical challenges.

  • Drive continuous improvement through automation, reporting, and workflow optimization.

  • Ensure compliance with security and data protection standards.

  • Provide support for large-scale event deployments and onsite troubleshooting when required.

Required Qualifications

  • 3+ years of experience in a support leadership role (Support Manager or equivalent).

  • Technical expertise with IP camera systems, servers, and enterprise hardware.

  • Strong background in SaaS and cloud-hosted platforms (AWS preferred).

  • Proven experience establishing documentation, metrics, and support processes.

  • Proficiency with ticketing systems (e.g., Zendesk, ServiceNow, Jira, Freshdesk).

  • Advanced problem-solving skills with experience managing client escalations.

  • Excellent leadership, communication, and organizational skills.

Preferred Skills

  • Networking and IT infrastructure knowledge (VPNs, firewalls, IP configuration).

  • Familiarity with security, surveillance, or critical infrastructure environments.

  • Understanding of authentication methods (SSO, MFA) and security best practices.

  • Experience with VMS platforms (Genetec, Axis, Avigilon, Honeywell).

  • Proficiency with documentation tools (Confluence, SharePoint, Notion).

  • Background in high-growth or startup settings.

Success Metrics

  • SLA compliance and response/resolution times.

  • Client satisfaction scores and feedback.

  • Quality and consistency of documentation and workflows.

  • Team development, training adoption, and retention.

  • Efficiency improvements through automation and KPI tracking.

Why This Role?

This is an opportunity to join a forward-thinking company building scalable solutions for some of the world’s most critical security challenges. The Support Manager will play a pivotal role in shaping a world-class support organization while contributing to a mission-driven culture of innovation and impact.