Professional Services Manager – Systems Integration

Kastle Systems; Charlotte (NC); Remote; USD 100,000 - 150,000; Full time

Job summary

Kastle Systems is seeking a Professional Services Manager to lead their new team focused on systems integration and customer success. This role involves managing technical issues, collaborating with engineering and product teams, and ensuring high-quality service delivery to clients. The position offers a remote work option with occasional travel, along with a competitive salary and benefits.

Benefits

Medical/Dental/Vision benefits

401K

Tuition/Training Assistance

Wellness Program

Paid Time Off & Holidays

Qualifications

• 10+ years of experience in technical leadership or support management.
• Strong background in software engineering and troubleshooting.
• Experience in SaaS, Cloud, or Enterprise solutions.

Responsibilities

• Lead the Professional Services Team and develop efficient processes.
• Oversee troubleshooting and resolution of critical technical issues.
• Implement frameworks for prioritization and process improvement.

Skills

Technical leadership

Systems engineering

Troubleshooting

Customer escalation management

Cross-functional collaboration

Data-driven decision making

Incident management

Agile methodologies

Automation mindset

Job description

Professional Services Manager – Systems Integration

Join to apply for the Professional Services Manager – Systems Integration role at Kastle Systems.

Overview

Join the leader in providing smarter solutions for a safer world. The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries. Delivering a world-class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure their security is the most effective, efficient, and convenient. Kastle's integrated security solutions, including access control, video, and remote video monitoring, significantly reduce costs and improve the critical 24x7 performance for building owners, developers, and tenants.

We are seeking an experienced Professional Services Manager to lead our newly established team. In this hands-on role, you will manage urgent issues, solve complex problems, and serve as a liaison between engineering, product, and customer teams. You’ll provide technical leadership by troubleshooting, overseeing system integration, and handling high-priority customer escalations to help resolve problems faster, reduce distractions for engineering, and improve customer satisfaction. This position can be remote with occasional travel to client sites in the New York City area.

We offer a great work environment, excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Wellness Program, Paid Time Off & Holidays, etc.), and are proud to be a Certified Great Place to Work with awards for Top Workplace and DE&I practices. For more information, visit Kastle Careers.

Responsibilities

Leadership & Strategy

• Establish and lead the Professional Services Team, ensuring efficient operation and alignment with company goals.
• Develop processes, workflows, and KPIs to monitor team performance and issue resolution.
• Collaborate with engineering, product management, QA, and support teams to resolve high-priority issues.
• Define quarterly goals aligned with business and engineering roadmaps.
• Make data-driven decisions to improve response times and resolution effectiveness.

Issue Resolution & Customer Success

• Oversee troubleshooting, root cause analysis, and resolution of critical technical issues (T3).
• Work closely with support, field services, and installation teams to manage escalations.
• Develop best practices for debugging, reproduction, and resolution of customer issues.
• Ensure effective communication with customers regarding issue status and resolutions.

Process Improvement & Scalability

• Implement a structured prioritization framework for reactive work versus roadmap tasks.
• Advocate for automation, documentation, and tooling enhancements to reduce repetitive work.
• Identify scalable solutions for common issues to be integrated into the product roadmap.
• Plan team expansion by assessing workload, feasibility, and hiring additional Support Engineers.

Cross-Team Collaboration

• Work with Development Team Leads, Scrum Masters, and Product Managers to resolve complex issues.
• Partner with QA teams to ensure high-quality solutions and proper release approvals.
• Influence engineering and product decisions by providing insights from customer challenges.

Qualifications

• 10+ years of experience in technical leadership, systems engineering, or support management.
• Strong background in software engineering, debugging, and troubleshooting complex hardware and software systems.
• Experience managing customer escalations and issue prioritization at a high-growth company.
• Deep understanding of incident management, root cause analysis, and support workflows.
• Proven ability to work cross-functionally with engineering, product, and customer success teams.
• Experience working in distributed global teams (US & India).
• Exceptional communication and stakeholder management skills.
• Experience defining KPIs, tracking progress, and making data-driven decisions.
• Experience in SaaS, Cloud, or Enterprise solutions.
• Knowledge of agile methodologies and DevOps practices.
• Familiarity with support ticketing systems, logging tools, and debugging frameworks.
• Strong automation mindset to improve issue resolution efficiency.

Company Overview

Kastle Systems leads in managed security, serving over 460M sq ft of real estate globally. Our clients span commercial, multifamily, education, and construction industries. We are committed to delivering excellent customer experiences and innovative security solutions that reduce costs and enhance 24x7 performance for building owners, developers, and tenants.

Equal Opportunity Statement

We believe diversity makes us stronger. Kastle Systems is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, marital status, pregnancy, or other protected categories.