Manager, Technical Services

Manager, Technical Services

Careers at Grace Hill

Department

Support Services

Reports To

Senior Director, Support Services

Location

Remote (US-based)

Employment Type

Full-Time

About The Role

The Manager, Technical Services leads Grace Hill's systems integration delivery team within the Delivery organization, reporting to the Senior Director, Delivery. This role owns the backend connectivity of the platform, system provisioning, API/SSO integrations, historical data migrations, and automated data feeds, delivered through a team of Integration Specialists, System Operations Specialists, and Data Migration Specialists.

This role governs the handoff between Sales Engineering's presale discovery and the Integration Specialist team's delivery execution, sets and enforces internal technical SLAs for Implementation and Support, and serves as the escalation-tier technical authority for the most complex enterprise engagements and key technology partner relationships.

Key Performance Outcomes

• Reduce change orders and delayed launches caused by poorly scoped technical requirements during the sales cycle.
• Ensure Integration Specialists validate 100% of presale technical discovery before implementation kickoff, minimizing scope corrections traced to inaccurate presale assumptions.
• Achieve and maintain internal SLA attainment across integration, data feed, and provisioning tickets.
• Reduce average time to fully provision a new client environment.

Key Responsibilities

Presale-to-Delivery Governance & Partner Ecosystem

• Own the SLA and quality standard for the presale-to-delivery handoff, ensuring Integration Specialists validate Sales Engineering's discovery documentation and confirm technical feasibility before implementation kickoff.
• Review Sales Engineering's integration enablement content and battlecards for technical accuracy prior to distribution to Sales and Customer Success.
• Serve as the escalation-tier technical authority on the most complex, enterprise-scale deals, joining prospect calls only when escalated by Sales Engineering to support IT security reviews, architecture discussions, and custom data feed scoping.
• Maintain the operational relationships with key technology partners (e.g., HRIS or CRM platforms); manage developer sandboxes, monitor partner API deprecation schedules, and collaborate with partner engineering teams to resolve shared technical outages.

Integration & Data Engineering

• Oversee the Integration Specialists responsible for configuring Single Sign-On (SSO), API connections, and complex historical data imports.
• Manage the Integration Specialists to establish, monitor, and troubleshoot automated data pipelines for both new implementations and active clients.
• Ensure all technical setups adhere to strict data security and compliance standards.

System Operations

• Supervise the System Operations team responsible for the transactional provisioning of new accounts, feature toggling, and backend environment configuration.
• Drive aggressive automation initiatives to reduce manual account provisioning time from hours to minutes.

Internal SLA Management & Triage

• Act as a shared service to the Implementation and Support teams, receiving technical work tickets from these front-line groups.
• Establish and rigorously enforce internal Service Level Agreements (SLAs) so Implementation Managers know exactly when a data feed or integration will be completed.

Escalations & Tooling

• Serve as the highest point of escalation for broken integrations, failed data syncs, or critical provisioning errors.
• Partner with Product and Engineering to request better internal administrative tools or API enhancements based on the friction your team experiences.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent combination of education and work experience.
• 5+ years of experience in technical services, systems integration, or implementation engineering, including 2+ years in a people-management or team-lead capacity.
• Strong working knowledge of SSO/authentication protocols (SAML 2.0, OIDC), REST APIs, SFTP, and data migration practices.
• Experience managing technical SLAs and ticket-driven support operations (Zendesk, Jira, ServiceNow, or similar).
• Proven ability to communicate complex technical concepts to non-technical stakeholders, including Sales, Customer Success, and client IT teams.
• Experience partnering with Sales/Go-To-Market teams on technical presale support is a plus.
• Experience in a SaaS or multifamily/commercial real estate environment is a plus.

Job Expectations

• Ability to use standard business equipment and technology with or without accommodation.
• Ability to travel occasionally for enterprise client escalations or technology partner meetings, if required.

What We Offer

• Competitive salary: $100-110K + Bonus
• Comprehensive health, dental, and vision benefits
• Remote work option
• Collaborative, mission-driven culture

About Grace Hill

Grace Hill helps companies managing multifamily residential properties develop and retain top talent to reduce the operating risk and elevate property performance - with an integrated talent performance management platform encompassing policies, training, and assessment. Our advanced technology-enabled solutions are bolstered by years of multifamily experience, in-depth service level expertise, and outstanding customer support. Today, over 1,600 companies covering a workforce of over 500,000 people rely on talent performance solutions from Grace Hill.

Grace Hill is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status