Manager, Deployment Engineering

The Company 

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.

Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.

The Role

We are looking for a customer-focused, detail-oriented Manager to lead our Deployment Engineering and Customer Support teams, ensuring a seamless deployment process and reliable long-term support for our customers. The Manager of our Deployment Engineering and Customer Support will be responsible for overseeing the end-to-end customer onboarding, integration, and ongoing support experience.

In this role, the Manager leads the Deployment Engineering team in planning, coordinating, and ensuring the successful deployment of custom data integration interfaces to a variety of public safety software systems. While the Manager’s primary role is to provide leadership and coordination—ensuring engineers have clear technical requirements, realistic timelines, and the resources needed to execute deployments efficiently—there are occasions when the Manager will take ownership of a deployment directly to maintain schedules, address complex challenges, cover transitions, or ensure a high-priority project’s success. This includes managing project schedules, removing blockers, coordinating with customers and internal stakeholders, and monitoring quality standards for all technical deliverables.

In addition, the Manager leads the Customer Support team to ensure a responsive, customer-focused approach to post-deployment support. This includes establishing and tracking performance metrics, setting service-level expectations, overseeing incident resolution processes, ensuring proper escalation handling, and fostering a culture of continuous improvement. The Manager works closely with both teams to identify recurring issues, implement preventative measures, and refine processes to improve customer satisfaction and operational efficiency.

This is a client-facing position, which would require remote presentation and communication skills on a regular basis. The Manager must have a strong ability to collaborate effectively both internally and externally, can overcome complex problems, and the ability to deploy solutions in an organized, thorough, and timely manner.  

This position can be based at any of our offices across the United States or Canada or performed remotely from a home office. Preference will be given to candidates who are available to work on-site at one of our offices.

What You’ll Do

• 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.
• 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 sk