Professional Services Manager – Systems Integration

Kastle Systems; West Palm Beach (FL); Remote; USD 100,000 - 130,000; Full time

Job summary

Kastle Systems is seeking a Professional Services Manager to lead a new team focused on system integration and customer success. This role involves technical leadership, managing escalations, and ensuring efficient issue resolution. The ideal candidate will have over 10 years of experience in technical roles, strong troubleshooting skills, and a commitment to enhancing customer satisfaction.

Benefits

Medical/Dental/Vision

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 debugging.
• Experience managing customer escalations in high-growth environments.

Responsibilities

• Lead the Professional Services Team and manage urgent issues.
• Oversee troubleshooting and resolution of critical technical issues.
• Collaborate with teams to resolve high-priority issues.

Skills

Technical leadership

Troubleshooting

Communication

Stakeholder management

Data-driven decision making

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. 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.

In addition to a great work environment, we offer 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 being a Top Workplace with Top DE&I Practices! For more information, please visit Kastle Careers.

Responsibilities

Leadership & Strategy

• Establish and lead the Professional Services Team, ensuring 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 for the team 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.
• Maintain 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 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

• 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 systems.
• Experience managing customer escalations and issue prioritization in high-growth environments.
• Deep understanding of incident management, root cause analysis, and 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 is a leader in managed security, serving over 460M square feet of real estate globally. Our clients span commercial, multifamily, education, and construction industries. We are committed to delivering a world-class customer experience and providing integrated security solutions that reduce costs and enhance 24x7 performance for building owners, developers, and tenants.

Equal Opportunity Statement

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