Professional Services Manager – Systems Integration

Kastle Systems; Raleigh (NC); Remote; USD 100,000 - 130,000; Full time

Job summary

Kastle Systems is seeking a Professional Services Manager to lead a newly established team in Raleigh, NC. This role involves managing urgent issues, providing technical leadership, and collaborating across teams to enhance customer satisfaction. The ideal candidate will have over 10 years of experience in technical leadership and systems engineering, with a strong focus on resolving customer escalations and driving process improvements.

Benefits

Medical/Dental/Vision benefits

401K

Tuition/Training Assistance

Wellness Program

Paid Time Off & Holidays

Qualifications

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

Responsibilities

• Establish and lead the Professional Services Team.
• Oversee troubleshooting and resolution of critical technical issues.
• Implement prioritization frameworks for reactive work.

Skills

Technical leadership

Systems engineering

Troubleshooting

Customer escalations

Incident management

Cross-functional collaboration

Communication

Tools

Support ticketing systems

Debugging frameworks

Job description

Professional Services Manager – Systems Integration

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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. Our 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, ensuring 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 enhance 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 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 Top 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.
• 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 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 for team expansion by assessing workload 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 based on customer insights.

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 and issue prioritization in high-growth environments.
• 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 with distributed global teams (US & India).
• Exceptional communication and stakeholder management skills.
• Experience defining KPIs, tracking progress, and making data-driven decisions.
• Knowledge of SaaS, Cloud, or Enterprise solutions.
• Familiarity with support ticketing systems, logging tools, and debugging frameworks.
• Strong automation mindset for efficiency improvements.

Company Overview

Kastle Systems is a leader in managed security, serving over 460 million square feet of real estate globally. Our solutions significantly reduce costs and improve 24x7 security performance for clients across various industries. We are committed to delivering exceptional customer experiences and innovative security solutions.

Equal Opportunity Statement

At Kastle, we believe diversity makes us stronger. We are an Equal Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, marital status, pregnancy, or any other protected status.