We inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication with the first AI-native Employee Experience Platform. Our industry-leading and award-winning agentic AI communications channels - intranet, employee app and email solutions - create engaging experiences that connect and empower employees.
Headquartered in Chemnitz, Germany and New York City, with offices in Berlin, London, Sydney, Tokyo, Prague, and Minneapolis–St. Paul, our diverse team of 750+ employees supports 2,000+ customers—reaching over 16.4 million employees—in transforming their employee experience.
We are proud to be a Unicorn company—privately valued at over $1 billion—demonstrating strong growth, innovation, and lasting impact in our industry. Together, we’re shaping the future of workplace communication.
We are growing our Customer department! We are looking for a Manager, Technical Services in the Toronto area. In this role, you will lead our North American Technical Consulting team.
The team’s primary focus is partnering with customers on technical topics during the onboarding and growth phases, including identity and access management, user provisioning, domain and email setup, and integrations that drive full product adoption.
This is a leadership role, but it requires strong hands on technical depth. You should be able to guide solution design and troubleshoot complex identity, provisioning, email, and API integration issues alongside the team.
What you’ll be doing
- Lead and develop the North American Technical Consultants in North America, including hiring, coaching, performance management, and career development
- Own team operating rhythm and capacity planning, including meetings, shifts, responsibilities, and coverage needed to meet SLAs and internal targets
- Partner with cross functional stakeholders to manage complex escalations using structured root cause analysis and prevention, and ensure a clear handoff from the technical onboarding phase into the Customer Success phase
- Own technical delivery quality for NA onboarding and paid technical services
- Serve as the technical escalation point for high complexity issues, guiding structured troubleshooting, clear customer communication, and durable fixes
- Standardize repeatable approaches, playbooks, and templates for common technical workflows, including:
- SSO and access management using SAML 2.0 and OIDC, including certificate management, claims and attribute mapping, and MFA considerations
- User provisioning using SCIM 2.0, including source of truth alignment, group mapping, deprovisioning behaviors, and troubleshooting sync issues
- Email and domain setup, including DNS and authentication fundamentals such as SPF, DKIM, DMARC, and domain verification
- Integrations using REST APIs, including authentication patterns, error handling, and monitoring
- Partner with Implementation Consultants, Sales, and Customer Success to determine feasible technical solutions and reasonable implementation timelines
- Collaborate with Product and Support to identify recurring technical issues and drive improvements in tooling, documentation, and product readiness
- Implement and improve KPIs such as Time to Value, utilization rate, escalation rate, and services margin to grow the technical consulting entity into a revenue generating team
- Build clarity and consistency in how technical services are positioned, delivered, and measured across onboarding and growth engagements
- Contribute to the global consulting framework through close collaboration with teams in EMEA
What you need to be successful
- 5+ years in technical consulting, solutions engineering, implementation engineering, technical onboarding, or a similar customer facing technical role in B2B SaaS, including enterprise customers
- 2+ years leading, managing, or mentoring technical team members in a high accountability environment
- Hands on experience designing, implementing, and troubleshooting identity and provisioning solutions, including:
- SAML 2.0 and or OIDC
- At least one major IdP such as Entra ID, Okta, Ping, or ADFS
- SCIM provisioning and directory or group mapping patterns
- Strong fundamentals in email and domain configuration, including SPF, DKIM, DMARC, and DNS
- Experience with integrations using REST APIs and or webhooks, including API authentication patterns such as OAuth2 or token based auth
- Ability to read technical artifacts and guide execution, including logs, API responses, JSON payloads, and basic troubleshooting workflows
- Familiarity with HTML, CSS, and JavaScript or TypeScript, especially in the context of templates or lightweight front end work
What you'll get
- Competitive Compensation - we offer attractive salary packages including LTIP (unit-based Long Term Incentive Plan)
- Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $2400
- Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
- Support - we’re offering support on private health insurance and competitive Paid Parental Leave to support new parents
- Volunteer Day - you’ll get one day off per year for supporting a social project
