Technical Implementation Manager

About the role

The Technical Implementation Manager is the technical backbone of Esper’s customer accounts. This is an engineering role with a customer axis: TIMs own the implementation from contract sign through full fleet scale, and they bring engineering-level depth to every customer engagement. They build things, use AI as a daily tool, and hold the technical relationship inside every account they carry.

AI is not a side skill at Esper. TIMs are expected to use agentic AI tools across all facets of their responsibilities: accelerating implementation workflows, building automation and integration tooling, identifying optimal technical solutions, generating account insights, and forecasting customer behavior. The ability to build practical AI components that create real value for customers and the team is a core part of this role.

Technical Fluency

Technical fluency at the device operations layer is non-negotiable. TIMs must hold credible conversations with engineering teams and business stakeholders alike, without routing every question back to Esper Engineering.

Technical Expertise and Liaison

• Own end-to-end device implementations from onboarding through full fleet rollout, including the project plan, escalation path, and all technical blockers
• Get hands-on with devices, MDM software, and platform configuration; train customers to operate Esper independently
• Serve as the primary technical escalation point: triage and resolve issues, engage Engineering only when required, and coordinate with hardware ecosystem partners (OEMs, ODMs, ISVs, VARs, 3PLs)
• Debug complex multi-system issues, produce clear documentation, and provide deep expertise across Esper platform configuration, provisioning, and MDM/EMM architecture

Account Management and Expansion

• Partner with the Enterprise Account Manager on QBRs; surface expansion opportunities, maintain strong multilevel relationships, and advocate internally for customer needs with Product and Engineering
• Keep account records, device milestones, and next actions current in Salesforce

Technical Engineering and AI

• Use agentic AI tools (Claude Code, OpenCode, custom agents) daily across implementation planning, troubleshooting, automation, and documentation
• Leverage AI to generate account insights from calls, support history, and usage data to anticipate customer needs

Qualifications

• 3 to 5 years of Technical Delivery, Technical Implementation, Customer Engineering, or Solutions Engineering experience
• 2 or more years in a customer-facing technical role with a revenue component (Sales Engineering, Technical Consulting, Solutions Engineering, or similar)
• Demonstrated experience using agentic AI tools (Claude Code, Cursor, Copilot Workspace, or equivalent) as part of daily professional workflows; ability to build or configure AI skills, connectors, agents, and automated workflows
• Technical fluency at the device operations layer: Android, iOS, or Linux; MDM/EMM/UEM concepts; device provisioning, fleet configuration, and kiosk/POS environments
• Strong debugging and troubleshooting skills across complex, multi-system environments
• Proven ability to manage multiple implementations and customer accounts simultaneously without losing detail or urgency
• Strong communication and presentation skills: able to hold technical conversations with engineering teams and business conversations with executives in the same call
• Comfortable working independently in ambiguous environments without detailed specifications or runbooks
• Ability to travel approximately 10 to 15%
• Android/AOSP experience (device management, firmware, provisioning, build systems)
• Experience with MDM/EMM/UEM platforms
• Experience working with hardware ecosystem partners (OEMs, ODMs, VARs, 3PLs, ISVs)
• Background in device-heavy verticals: QSR, retail, hospitality, healthcare, logistics, or payments
• Startup and enterprise experience; ability to operate effectively in both environments
• Proficiency with Salesforce or similar CRM as a system of record

Pay Range

$110,000 - $160,000 OTE

Perks & Benefits

• Medical, Dental, Vision 90% covered by the company
• Life insurance
• FSA (Medical & Dependent)
• 401K with a company match that vests immediately
• Pet insurance discount
• Unlimited time off policy with a mandatory 2 weeks off (minimum)
• Daily catered lunches
• Wide variety of snacks in the office
• Family Benefits: Maternity, Parental, Adoption, & Surrogacy leave
• Stand up desks with 36” curved widescreen monitors for each employee
• Team hikes and other fun events (e.g. mini-golf, bowling, board game nights, trivia, outdoor events, etc.) on a monthly basis