American Society of Crime Laboratory Directors (ASCLD)

Manager, Deployment Engineering

American Society of Crime Laboratory Directors (ASCLD)

full-time

Posted on:

Origin:  • 🇨🇦 Canada

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Job Level

Mid-LevelSenior

Tech Stack

CloudETLRubyRuby on RailsSQL

About the role

  • Lead and develop the Deployment Engineering and Customer Support teams to deliver exceptional customer experience from onboarding through long-term support.
  • Oversee the planning, scheduling, and execution of integration deployments, ensuring projects meet technical requirements, timelines, and quality standards.
  • Serve as an escalation point for complex deployments and high-impact customer issues, stepping in to carry out deployments when needed.
  • Manage project schedules, remove blockers, coordinate with customers and internal stakeholders, and monitor quality standards for technical deliverables.
  • Partner with customers and internal stakeholders to define scope, technical specifications, and success criteria for integrations.
  • Guide the team in applying ETL fundamentals and best practices to deliver reliable, high-quality data interfaces for both cloud and on-premises integrations.
  • Monitor performance metrics for both deployment success rates and customer support service levels, using them to drive continuous improvement.
  • Ensure timely and effective resolution of escalated support cases, coordinating across teams when necessary.
  • Facilitate quality control and validation reviews to confirm accuracy and completeness of deployed integrations.
  • Foster clear, consistent communication between technical and non-technical stakeholders during deployments and support engagements.
  • Implement and refine processes to streamline onboarding, reduce recurring incidents, and improve response times.
  • Oversee documentation of integration designs, deployment procedures, knowledge base repository, and support solutions for internal and customer use.
  • Mentor and coach team members, promoting professional growth and technical skill development.
  • Collaborate with project management to align deployment roadmaps with strategic priorities.
  • Analyze support trends and customer feedback to identify opportunities for product and process improvements.
  • Advocate for the customer’s perspective in cross-functional discussions to enhance both deployment and post-deployment experiences.

Requirements

  • Excellent written and verbal communication skills, with the ability to interact effectively with customers, team members, and executive stakeholders.
  • 5+ years of experience in a customer-facing technical role, with a track record of managing escalations and ensuring positive customer outcomes.
  • 5+ years of experience in Information Technology or Engineering, primarily with ETL integrations and customer support environments.
  • Bachelor’s degree in Engineering, Management Information Systems, Information Technology, Computer Science, or equivalent work experience.
  • Demonstrated experience leading technical teams, including performance management, coaching, and skill development.
  • Proficiency using and mentoring PowerShell or another scripting language to automate workflows, manipulate data, and improve support efficiency.
  • Strong SQL mentorship expertise, including writing complex queries with multiple joins, CTEs, and dynamic T-SQL statements.
  • Proven ability to oversee and improve customer support operations, including ticket prioritization, SLA adherence, and knowledge base management.
  • Experience managing technical projects from kickoff through completion, coordinating resources, timelines, and deliverables.
  • Meticulous and delivering consistent, high-quality results to customers.
  • A customer-centric mindset with a commitment to keeping customers engaged, supported, and satisfied throughout their lifecycle.
  • A genuine desire to support public safety agencies and the communities they serve.
  • Ability to collaborate across functions to resolve complex technical challenges and streamline processes.
  • Strong organizational and prioritization skills to manage multiple concurrent deployments and support initiatives.
  • Ability to pass criminal background checks with U.S. and Canadian public safety agencies.
  • Background in ETL software integrations, including designing and validating data transformation workflows.
  • Strong data analysis skills, with the ability to identify patterns, troubleshoot discrepancies, and ensure data integrity.
  • Familiarity with Atlassian (Jira / Confluence), GitHub, Datadog, Metabase, and PagerDuty.
  • Experience with Windows administration, including scheduled tasks and Active Directory domain management.
  • Understanding of Ruby on Rails or another object-oriented programming language.
  • Ability to establish and monitor performance metrics for both deployment and support teams.
  • Familiarity with on-premises and cloud-based database systems, including SQL schema navigation.
  • A track record of implementing process improvements to enhance operational efficiency and reduce recurring issues.
  • Experience facilitating cross-functional collaboration between engineering, project management, and customer-facing teams.