Manager, Deployment Engineering - Remote

Overview

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.

Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.

In Short

• Lead and develop the Deployment Engineering and Customer Support teams to deliver exceptional customer experience from onboarding through long-term support.
• Oversee the planning, scheduling, and execution of integration deployments, ensuring projects meet technical requirements, timelines, and quality standards.
• Serve as an escalation point for complex deployments and high-impact customer issues, stepping in to carry out deployments when needed.
• Partner with customers and internal stakeholders to define scope, technical specifications, and success criteria for integrations.
• Guide the team in applying ETL fundamentals and best practices to deliver reliable, high-quality data interfaces for both cloud and on-premises integrations.
• Monitor performance metrics for both deployment success rates and customer support service levels, using them to drive continuous improvement.
• Ensure timely and effective resolution of escalated support cases, coordinating across teams when necessary.
• Foster clear, consistent communication between technical and non-technical stakeholders during deployments and support engagements.
• Implement and refine processes to streamline onboarding, reduce recurring incidents, and improve response times.
• Mentor and coach team members, promoting professional growth and technical skill development.

Requirements

• Excellent written and verbal communication skills, with the ability to interact effectively with customers, team members, and executive stakeholders.
• 5+ years of experience in a customer-facing technical role, with a track record of managing escalations and ensuring positive customer outcomes.
• 5+ years of experience in Information Technology or Engineering, primarily with ETL integrations and customer support environments.
• Bachelor’s degree in Engineering, Management Information Systems, Information Technology, Computer Science, or equivalent work experience.
• Demonstrated experience leading technical teams, including performance management, coaching, and skill development.
• Proficiency using and mentoring PowerShell or another scripting language to automate workflows, manipulate data, and improve support efficiency.
• Strong SQL mentorship expertise, including writing complex queries with multiple joins, CTEs, and dynamic T-SQL statements.
• Proven ability to oversee and improve customer support operations, including ticket prioritization, SLA adherence, and knowledge base management.
• Strong organizational and prioritization skills to manage multiple concurrent deployments and support initiatives.
• A customer-centric mindset with a commitment to keeping customers engaged, supported, and satisfied throughout their lifecycle.

Benefits

• Opportunity to contribute to solutions that enhance community safety.
• Work with a committed and innovative team.
• Flexible work environment with remote options.
• Professional growth and development opportunities.
• Engagement in meaningful projects that serve public safety agencies.