Deployment Technical Support Manager

<h3>ABOUT US</h3> <p>At RADAR, we're transforming the way the world thinks about physical retail. RADAR has raised over $104M from top investors, retailers, and strategics and works with some of the world's retail brands including American Eagle and Gap. We’re building the future of in-store experience where every product and every person can be precisely located in real time.</p> <p>Our platform combines RFID and AI to unlock hyper-accurate product visibility and automation at scale. From real-time inventory tracking to seamless checkout experiences, our technology empowers some of the world’s largest retailers to streamline operations, reduce loss, and elevate both employee and customer experiences.</p> <p>We’re a fast-growing, mission-driven startup where bold ideas, collaboration, and impact are at the core of everything we do. Join us as we reshape the physical world with digital precision, starting with retail and expanding far beyond!</p> <h4>OUR VALUES</h4> <ul> <li><strong>Mission-Driven</strong>: We're transforming retail with cutting-edge technology and building something that truly matters.</li> <li><strong>Collaborative Team</strong>: We thrive on curiosity, shared goals, and solving complex problems together</li> <li><strong>High Impact</strong>: You’ll make meaningful contributions from day one and help shape the future of our product and company.</li> <li><strong>Clear Communication</strong>: We value honesty, humility, and respectful dialogue—everyone’s voice matters.</li> <li><strong>Balanced Lives</strong>: We work hard, but not at the expense of well-being. We respect time, boundaries, and life outside of work.</li> <li><strong>Diverse Perspectives</strong>: We believe better ideas come from diverse backgrounds, experiences, and viewpoints.</li> <li><strong>Empathy-Driven Design</strong>: We build with deep respect for our end users, listening closely to their feedback and needs.</li> </ul> <h3>ABOUT THE JOB</h3> <p>The Deployment Technical Support Manager leads Radar’s Deployment Support function across two critical areas: overnight incident response and technical support during active deployments, and deployment readiness operations—ensuring equipment, systems, and vendors are prepared ahead of installs (including vendor kitting support, staging readiness, and pre-install validation). </p> <p>You will manage a team responsible for remote troubleshooting, escalation coordination, and customer/vendor communications, while also owning the operational discipline required to prevent issues before they happen. This role is accountable for SLA performance, support quality, deployment readiness KPIs, documentation/runbooks, and cross-functional execution across Deployment Ops, NOC/Systems, Engineering, Supply Chain/Logistics, and external integrators.</p> <h4>Responsibilities:</h4> <p><em>People Leadership </em></p> <ul> <li>Manage, coach, and develop a team supporting overnight deployments and deployment readiness.</li> <li>Own hiring, onboarding, training, and performance management.</li> <li>Plan coverage (overnight/weekends/holidays) aligned to install volume and SLAs. </li> </ul> <p><em>Support Operations </em></p> <ul> <li>Own queue health, prioritization, and consistent execution against SLAs.</li> <li>Set and track KPIs (response/resolution, reopen rate, repeat incidents, escalation quality).</li> <li>Run daily/weekly operating rhythms and quality audits (ticket hygiene, comms, handoffs). </li> </ul> <p><em>Deployment Readiness Vendor Kitting Support </em></p> <ul> <li>Own readiness workflows to prevent install-day issues (checklists, gating steps, pre-install validation).</li> <li>Partner with vendors/ops/logistics to ensure kitting accuracy, completeness, configuration, and labeling.</li> <li>Lead exception handling for mis-kits, missing parts, config issues, and last-minute changes; drive prevention. </li> </ul> <p><em>Escalation Incident Management </em></p> <ul> <li>Act as senior escalation point for ... (truncated, view full listing at source)