Technical Solutions Manager

JOB SUMMARY

The Technical Solutions Manager leads Outform's Technical Solutions function within Run Services and is accountable for the performance, development, and day-to-day direction of the Technical Support Engineers. This role owns Level 2 technical support for deployed digital experiences, including proactive monitoring, remote diagnostics, media player and display troubleshooting, hardware/software/connectivity issue resolution, escalation management, and coordination of field or vendor support when remote resolution is not possible.

The manager establishes a scalable support model that protects system uptime and the client experience. The role partners across Client Support, Installation Services, Advanced Technical Support, Technology, Account Management, Supply Chain, and external vendors to ensure incidents have clear ownership, timely communication, documented resolution paths, and measurable service performance.

The following positions report directly to the Technical Solutions Manager:

• Technical Support Engineers (TSEs) - Provide Level 2 remote troubleshooting, proactive system monitoring, device configuration, incident resolution, technical escalation support, and documentation for deployed digital environments.

• Own the operational performance of Level 2 Technical Solutions support across Outform's active digital accounts, from post-install transition through long-term break/fix, warranty, and managed support.
• Provide direct leadership, technical coaching, workload prioritization, quality oversight, and performance management for the TSE team.
• Ensure proactive monitoring alerts, client-reported incidents, and escalations are validated, triaged, documented, and progressed through a defined resolution pathway.
• Serve as the primary management escalation point for complex, aged, repeat, or high-impact technical incidents and coordinate Level 3, field, vendor, or OEM support as required.
• Build and maintain scalable technical processes, knowledge, reporting, and governance that improve resolution speed, consistency, system uptime, and client visibility.
• Support the development of warranty, RMA, hardware testing, asset tracking, and lifecycle-management workflows in partnership with Run Services and cross-functional stakeholders.

• Lead, coach, and develop Technical Support Engineers through regular one-on-ones, case reviews, technical training, workload planning, and clear performance expectations.
• Manage daily Level 2 support operations, including ticket queues, monitoring alerts, escalations, aging, priorities, client commitments, and team capacity.
• Oversee proactive monitoring of deployed media players, displays, sensors, networks, and connected digital components; ensure validated outages generate actionable tickets and client communication.
• Direct advanced remote troubleshooting across hardware, software, firmware, CMS/content delivery, connectivity, media players, receivers, sensors, interactive devices, LED/display systems, and related peripherals.
• Ensure the team documents troubleshooting performed, findings, root cause, resolution, dependencies, next steps, and escalation requirements within Salesforce or the applicable client platform.
• Establish and maintain escalation pathways between Client Support (Level
  1), Technical Solutions (Level
  2), Advanced/Field Technical Support (Level
  3), vendors, OEMs, and client technology teams.
• Review high-severity, recurring, and aged incidents; lead root-cause analysis and corrective-action planning to prevent repeat failures.
• Coordinate field dispatch, replacement hardware, vendor intervention, RMA activity, or on-site technical support when remote resolution is not possible.
• Partner with Installation Services to define technical handoff and commissioning requirements, validate support readiness, and capture accurate as-built, asset, configuration, and warranty information.
• Develop and maintain technical knowledge articles, troubleshooting guides, support playbooks, configuration standards, wiring diagrams, escalation matrices, and client-specific SOPs.
• Define and report service KPIs, trends, risks, monitoring results, recurring failures, and improvement opportunities to Run Services leadership and account stakeholders.
• Support technical scoping and operational reviews for new digital opportunities, including support assumptions, service levels, monitoring requirements, technical dependencies, and resource needs.
• Drive…