Manager, Technical Consulting

Role overview

Team leadership and delivery

• Hire, coach, manage performance, and develop Technical Consultants in North America.
• Set standards for ownership and proactive communication.
• Manage team operating rhythm and capacity, including shifts, responsibilities, and coverage for service targets.
• Own technical delivery quality for onboarding and paid technical services.
• Own complex escalations, support difficult cases, and develop consultants' troubleshooting capability.
• Use root-cause analysis and prevention for escalations and ensure handoff from technical onboarding to Customer Success.

Technical delivery and collaboration

• Create repeatable playbooks for SAML 2.0 and OIDC single sign-on, access management, certificates, claims, attribute mapping, and MFA considerations.
• Standardize SCIM 2.0 provisioning, source-of-truth alignment, group mapping, deprovisioning, and sync troubleshooting.
• Guide DNS, email authentication, SPF, DKIM, DMARC, and domain verification setup.
• Standardize REST API integration authentication, error handling, and monitoring.
• Support mobile app store submissions, private distribution, and review timelines.
• Prepare customer data, permissions, and integrations for Staffbase AI capabilities.
• Partner with Implementation, Sales, and Customer Success on feasible solutions and timelines; collaborate with Product, Engineering, and Support on recurring issues.
• Improve time-to-value, utilization, escalation-rate, and services-margin KPIs; contribute to global consulting standards.

Required technical qualifications

• 5+ years in technical consulting, solutions engineering, implementation engineering, technical onboarding, or similar customer-facing technical work in B2B SaaS, including enterprise customers.
• 2+ years managing technical team members, including hiring, performance management, and promotions.
• Hands-on design, implementation, and troubleshooting of identity and provisioning solutions using SAML 2.0 and/or OIDC, a major identity provider, and SCIM.
• Strong knowledge of DNS, SPF, DKIM, and DMARC configuration.
• Experience integrating REST APIs and/or webhooks, including OAuth2 or token-based authentication.
• Ability to work with logs, API responses, JSON payloads, and basic troubleshooting workflows.
• Practical fluency with AI tools and curiosity about AI's impact on technical delivery.

Leadership qualifications

• Strong communication, leadership, project management, and stakeholder management skills.
• Experience developing consultants into new roles and setting clear ownership expectations.
• Ability to explain technical topics to non-technical audiences and collaborate across departments.

Preferred qualifications

• Microsoft 365 or Google Workspace familiarity is a plus.
• Workato, Zapier, Mulesoft, HTML, CSS, JavaScript, or TypeScript experience is a plus.
• Experience creating playbooks and implementation frameworks or scaling a paid/professional services offering is a plus.

Workplace and flexibility

• The company offers flexible working time models and the option of hybrid work.

Compensation

• Base salary range is $105,000–$141,000 CAD per year; other rewards may include commissions and program-specific awards.

Benefits

• Benefits include an RRSP program with company match, health and dental/vision plans, paid parental leave, vacation, and paid time off.
• A yearly flexible-work allowance of $2,400 is offered.