Manager, Technical Consulting

Location: Canada

We’re growing our Customer department and looking for a Manager, Technical Consulting to lead our North American Technical Consulting team. The team partners with customers on the technical foundations of a successful rollout during onboarding and growth. That covers identity and access management, user provisioning, domain and email setup, and integrations. These foundations also determine how well customers can use Staffbase’s AI capabilities, because AI is only as good as the data, permissions, and connected systems behind it.

This is a people leadership role that needs real hands-on technical depth. Most of your time goes to leading the team, with roughly 20% hands-on. You'll guide solution design and troubleshoot complex identity, provisioning, email, and API issues alongside the team.

What you’ll be doing 

• Lead and develop the Technical Consultants in North America, including hiring, coaching, performance management, and career development
• Set and uphold a clear standard for ownership and proactive communication between customer calls, and coach consultants to it
• Own team operating rhythm and capacity planning, including meetings, shifts, responsibilities, and coverage needed to meet SLAs and internal targets
• Own technical delivery quality for NA onboarding and paid technical services
• Own the escalation path for high-complexity issues, step in on the hardest cases, and build principal-level consultants' ability to resolve them, with structured troubleshooting, clear customer communication, and durable fixes
• Partner cross-functionally on complex escalations using root cause analysis and prevention, and ensure a clear handoff from technical onboarding to Customer Success
• Standardize repeatable approaches, playbooks, and templates for common technical workflows, including:
  • SSO and access management using SAML 2.0 and OIDC, including certificate management, claims and attribute mapping, and MFA considerations
  • User provisioning using SCIM 2.0, including source of truth alignment, group mapping, deprovisioning behaviors, and troubleshooting sync issues
  • Email and domain setup, including DNS and authentication fundamentals such as SPF, DKIM, DMARC, and domain verification
  • Integrations using REST APIs, including authentication patterns, error handling, and monitoring
  • Mobile app distribution, including store submissions, private distribution options, and review timelines
• Help customers get their data, permissions, and integrations ready for Staffbase’s AI-powered capabilities
• Partner with Implementation Consultants, Sales, and Customer Success to determine feasible technical solutions and reasonable implementation timelines
• Collaborate with Product, Engineering, and Support to identify recurring technical issues and drive improvements in tooling, documentation, and product readiness
• Implement and improve KPIs such as Time to Value, utilization rate, escalation rate, and services margin while partnering with Onboarding and Professional Services leadership.
• Build clarity and consistency in how technical services delivered and measured across onboarding and growth engagements
• Contribute to the global consulting framework through close collaboration with teams Globally

What you need to be successful

• 5+ years in technical consulting, solutions engineering, implementation engineering, technical onboarding, or a similar customer-facing technical role in B2B SaaS, including enterprise customers
• 2+ years as a people manager of technical team members, including hiring, performance management, and promotions.
• Hands-on experience designing, implementing, and troubleshooting identity and provisioning solutions, including:
  • SAML 2.0 and or OIDC
  • At least one major IdP such as Entra ID, Okta, Ping, or ADFS
  • SCIM provisioning and directory or group mapping patterns
• Strong fundamentals in email and domain configuration (SPF, DKIM, DMARC, and DNS)
• Experience with integrations using REST APIs and/or webhooks, including API authentication patterns such as OAuth2 or token-based authentication
• Ability to read technical artifacts and guide execution, including logs, API responses, JSON payloads, and basic troubleshooting workflows
• Practical fluency with AI tools in your own work, and curiosity about how AI changes technical delivery 

Consulting and leadership skills

• Strong communication, leadership, project management, and stakeholder management skills
• Experience leading a team through level changes and backfills, with consultants you have grown into the next role
• A track record of setting clear ownership expectations and holding people to them, with candor and respect
• Ability to explain technical concepts clearly to non-technical audiences, including customer admins and business stakeholders
• Experienced collaborating cross-functionally with Onboarding, Sales, Customer Success, Product, and Support

Nice to have

• Familiarity with Microsoft 365 or Google Workspace environments as they relate to email authentication and routing concepts
• Experience with middleware and integration tooling such as Workato, Zapier, or Mulesoft
• Familiarity with HTML, CSS, and JavaScript or TypeScript, especially in the context of templates or lightweight front-end work
• Experience creating technical playbooks, delivery standards, and repeatable implementation frameworks across a team
• Experience building or scaling a paid services or professional services offering

What you'll get

• Competitive Compensation - we offer attractive salary packages, including LTIP (unit-based Long Term Incentive Plan)
• Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $2400
• Recharge - 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
• Support - we’re offering an RRSP program with company match and health plans, including dental & vision. Parents can get 12 weeks of paid parental leave
• Volunteer Day - you’ll get one day off per year for supporting a social project

In compliance with local law, we are disclosing the compensation, or a range thereof. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Staffbase's total compensation package for employees. Pay Range: $105,000 - $141,000 CAD base salary per year. Other rewards may include commissions and program-specific awards. In addition, Staffbase provides a variety of benefits to employees, including health insurance coverage, equity, paid parental leave, an employee growth budget, life and disability insurance, a retirement savings plan, wellness days, paid holidays and paid time off (PTO).

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