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Deployment Technical Support Manager

New York City

ABOUT US

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.

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.

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!

OUR VALUES

  • Mission-Driven: We're transforming retail with cutting-edge technology and building something that truly matters.
  • Collaborative Team: We thrive on curiosity, shared goals, and solving complex problems together
  • High Impact: You’ll make meaningful contributions from day one and help shape the future of our product and company.
  • Clear Communication: We value honesty, humility, and respectful dialogue—everyone’s voice matters.
  • Balanced Lives: We work hard, but not at the expense of well-being. We respect time, boundaries, and life outside of work.
  • Diverse Perspectives: We believe better ideas come from diverse backgrounds, experiences, and viewpoints.
  • Empathy-Driven Design: We build with deep respect for our end users, listening closely to their feedback and needs.

ABOUT THE JOB

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). 

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.

Responsibilities:

People Leadership 

  • Manage, coach, and develop a team supporting overnight deployments and deployment readiness.
  • Own hiring, onboarding, training, and performance management.
  • Plan coverage (overnight/weekends/holidays) aligned to install volume and SLAs. 

Support Operations 

  • Own queue health, prioritization, and consistent execution against SLAs.
  • Set and track KPIs (response/resolution, reopen rate, repeat incidents, escalation quality).
  • Run daily/weekly operating rhythms and quality audits (ticket hygiene, comms, handoffs). 

Deployment Readiness & Vendor Kitting Support 

  • Own readiness workflows to prevent install-day issues (checklists, gating steps, pre-install validation).
  • Partner with vendors/ops/logistics to ensure kitting accuracy, completeness, configuration, and labeling.
  • Lead exception handling for mis-kits, missing parts, config issues, and last-minute changes; drive prevention. 

Escalation & Incident Management 

  • Act as senior escalation point for high-severity or complex issues.
  • Lead overnight incident response: triage - mitigate - communicate - escalate - handoff.
  • Ensure disciplined tracking and closure with L2/L3 (Triage/NOC/Systems/Engineering) and post-incident follow-through. 

Process, Tooling & Documentation 

  • Maintain and improve runbooks, SOPs, readiness playbooks, and knowledge base.
  • Identify trends and drive fixes (process changes, automation, tooling improvements) to reduce repeat incidents.
  • Produce clear reporting for leadership on performance, readiness risks, and systemic issues.

ABOUT YOU

Required:

  • 7+ years in IT support / technical operations / NOC / helpdesk, ideally supporting SaaS + hardware/IoT ecosystems. 
  • 3+ years people management experience (hiring, coaching, performance management) leading a technical support or operations team. 
  • Strong troubleshooting across hardware/software/networked systems; able to lead complex incident mitigation. 
  • Familiarity with Linux/Unix, SSH, networking, and command-line troubleshooting. 
  • Experience operating within SLAs and running structured incident response in a 24/7 environment. 
  • Proficiency with ticketing and support tools (Jira, Zendesk, ServiceNow) and remote support workflows. 
  • Strong communication skills—clear customer-ready updates, confident cross-functional leadership. 
  • Ability to manage ambiguity, competing priorities, and high-impact work during overnight and deployment-critical windows.

Preferred:

  • Experience with retail deployments, RFID, and/or distributed hardware fleets. 
  • Experience owning readiness workflows: kitting/staging, BOM validation, asset tracking, labeling, vendor QA, logistics handoffs. 
  • Experience building support operations: KPIs, QA programs, postmortems, runbooks, problem management, and automation. 
  • Vendor/integrator management experience in large-scale rollout programs.

WHAT YOU'LL DO:

In your first 30 days, you will:

  • Learn Radar’s product, deployment workflows, kitting/staging flows, and top support + readiness failure modes. 
  • Shadow overnight support and readiness processes; map dependencies, handoffs, and escalation paths. 
  • Baseline SLA performance and readiness metrics (kitting defects, missing/incorrect items, “install blocked” causes).

In your first 60 days, you will:

  • Take ownership of support ops and readiness execution (queue discipline, escalation quality, readiness gating). 
  • Implement improved kitting support workflows (checklists, defect categorization, exception handling, comms templates). 
  • Strengthen onboarding/training and close top documentation gaps across both support and kitting readiness. 
  • Establish recurring trend reviews with Ops, NOC/Systems, Engineering, and vendor partners.

In your first 90 days, you will:

  • Deliver measurable improvements: faster resolution times, improved SLA adherence, reduced reopens/repeats. 
  • Reduce kitting-related install disruptions via defect prevention + tighter vendor process controls. 
  • Publish a scaling plan (staffing, coverage, tooling, process roadmap) aligned to deployment ramp.

At RADAR, your pay is one part of your total compensation package. This role is an exempt position at  $120,000-$150,000. Individual pay is determined by work location and additional factors,  including job-related skills, experience and relevant education or training. You will also be eligible to receive other benefits including: equity, comprehensive medical and dental coverage, life and disability benefits, 401k plan,  flexible time off, and paid parental leave. The pay range listed for this position is a good faith and reasonable estimate of the range of possible base compensation at the time of posting. 

Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one. This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness.

Use of artificial intelligence or a LLM such as ChatGPT during the interview process will be grounds for rejection of your application process.

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