Technical Implementation Manager

Job description

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 ful 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. TIMs operate as forward-deployed technical experts alongside the Enterprise Account Manager. Together, they close the gap between contract sign and devices live, remove friction, resolve blockers, and connect the customer’s operational reality to Esper’s platform. The best TIMs know their accounts better than the customer knows themselves, and they use that knowledge to drive both customer success and Esper’s revenue growth. 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 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. In summary: Technical Implementation and Delivery 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 Technical Expertise and Liaison 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+ 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 5% Preferred Qualifications: 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 About Esper Esper revolutionizes device management by redefining what it should be: a driver of business growth. With advanced and modern capabilities, automation replaces outdated workflows, re-provisioning becomes obsolete, and managing by exception transforms efficiency, resulting in increased efficiency, improved ROI, and bolsters security for device fleets of all sizes. Esper has been recognized as number 735 on Inc. Magazine's 2025 5000 fastest-growing private companies in America, and 133 on the 2024 Deloitte Technology Fast 500. Some of the world’s most innovative brands, like Google, Doordash, Taco Bell, Clinical ink, SF 49ers, and Intelity, rely on Esper to deliver exceptional device experiences. Esper partners with the leading mobile device hardware manufacturers, solution providers, and distributors globally.