Technical Solutions Manager

Department:
Technical Account Management

Location:

Hybrid (NJ)

Country: US

Reports To:

Global Head of Technical Account Management

Contract Type:
Full time/Permanent

Contracted Hours/Days: 37.5 hours/5days a week

At Reveal, passion meets purpose. Our body-worn video solutions are more than just technology; they're a testament to our commitment to safety, innovation and change. Rooted in Europe, we've become a trusted ally for many police forces, local authorities, retailers and private organisations; helping to pioneer and drive the application of body-worn video in settings and geographies where we can see exciting potential.

With an influence spanning over 40 countries, our mission to make a positive impact continues to gain momentum.

To own and lead the technical delivery of complex customer engagements, acting as both hands-on project lead and senior technical authority
, ensuring successful outcomes across pre-sales, deployment, and ongoing operations.

• Own and lead the technical delivery of customer engagements, building trusted, senior-level relationships with customers while driving projects through to successful completion.
• Take end-to-end ownership of customer technical projects, from pre-sales engagement through deployment and transition into steady-state operations.
• Act as the hands-on technical project lead, directly driving actions, coordinating multiple work streams, and ensuring delivery against agreed timelines and outcomes.
• Develop and maintain strong, embedded relationships with customer technical and operational teams to fully understand their workflows, requirements, and evolving needs.
• Document and manage customer requirements, system configurations, risks, and issues, ensuring clear, structured communication between customers and internal teams.
• Serve as the primary technical authority and escalation point for customers during deployments, upgrades, migrations, and complex technical engagements.
• Personally lead and deliver technical workshops, pre-sales demonstrations, proof-of-concepts, and customer training sessions as required.
• Interpret and translate technical inputs from engineering, support, and product teams into clear, customer-facing guidance and decisions.
• Proactively identify delivery risks, technical constraints, and dependencies, and take decisive action to keep projects on track.
• Work closely with Helpdesk Support and Engineering to drive timely resolution of customer issues, escalating where necessary and maintaining ownership through to resolution.
• Communicate customer feedback, technical requirements, and development requests clearly and effectively to Product and Engineering teams.
• Prepare clear, high-quality handover documentation to ensure a controlled and successful transition into service delivery.
• Provide regular, concise status updates to Sales and internal stakeholders, maintaining visibility and control across all active engagements.

• Strong, hands-on technical background, with proven experience operating in complex IT software and hardware environments.
• Demonstrated working knowledge of enterprise infrastructure, including:
• Microsoft SQL Server, with practical experience using SQL Server Management Studio (SSMS), administering databases, monitoring performance, and troubleshooting production issues.
• Windows server and operating system environments, including configuration, administration, and fault diagnosis.
• Infrastructure and platform components, including on-premise and cloud storage (disk, NAS, SAN), virtual machines, servers, and networking concepts such as connectivity, bandwidth, latency, and performance.
• Proven delivery experience leading technical projects, combining hands-on execution with coordination of multiple internal and customer-facing work streams from initiation through to completion.
• Experience using Microsoft Planner or equivalent delivery tools to actively manage tasks, dependencies, milestones, risks, and stakeholder communication.
• Demonstrated ability to own and drive customer-facing technical initiatives, taking full accountability for outcomes,…