Professional Services Manager – Systems Integration

Kastle Systems; Plain City (OH); Remote; USD 90,000 - 130,000; Full time

Job summary

Kastle Systems is seeking a Professional Services Manager to lead a new team focused on systems integration. This role involves managing urgent technical issues, collaborating with engineering and product teams, and ensuring customer satisfaction through effective problem resolution. The position offers a remote work option with occasional travel, alongside a comprehensive benefits package.

Benefits

Medical/Dental/Vision

401K

Tuition/Training Assistance

Wellness Programs

Paid Time Off & Holidays

Qualifications

• 10+ years in technical leadership, systems engineering, or support management.
• Strong background in software engineering and troubleshooting hardware/software systems.
• Experience managing customer escalations in high-growth environments.

Responsibilities

• Establish and lead the Professional Services Team, ensuring operational efficiency.
• Oversee troubleshooting and resolution of critical technical issues.
• Implement prioritization frameworks for reactive work versus roadmap tasks.

Skills

Technical leadership

Software engineering

Troubleshooting

Customer escalation management

Cross-functional collaboration

Data-driven decision making

Incident management

Agile methodologies

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. Kastle Systems is leading the rapidly growing property technology space, with a proven track record in managed security and innovative technologies serving over 460M square feet of real estate globally. Our clients span commercial, multifamily real estate, education, and construction industries. Our mission is to deliver a world-class customer experience by providing effective, efficient, and convenient security solutions, including access control, video, and remote monitoring, which significantly reduce costs and enhance 24x7 performance for building owners, developers, and tenants.

We are seeking an experienced Professional Services Manager to lead our newly established team. This hands-on role involves managing urgent issues, solving complex problems, and acting as a liaison between engineering, product, and customer teams. You will provide technical leadership through troubleshooting, overseeing system integration, and managing high-priority customer escalations to improve problem resolution, reduce engineering distractions, and enhance customer satisfaction. This position can be remote with occasional travel to client sites in the New York City area.

We offer an excellent work environment, benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, Wellness Programs, Paid Time Off & Holidays, etc.), and recognition as 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 operational efficiency 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.
• Set quarterly goals aligned with business and engineering roadmaps.
• Use data-driven insights to improve response times and resolution effectiveness.

Issue Resolution & Customer Success

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

Process Improvement & Scalability

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

Cross-Team Collaboration

• Collaborate with Development Leads, Scrum Masters, and Product Managers to resolve complex issues.
• Partner with QA teams for quality solutions and release approvals.
• Influence engineering and product decisions based on customer challenges.

Qualifications

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

Additional sections on company overview, equal opportunity statement, and related job links are retained as in the original description.