About the role

GoTab is looking for an experienced, hands-on Manager of Deployment & Technical Support to lead and scale our technical deployment, onboarding, and live-support functions.

This role is responsible for managing a core customer-facing technical team and ensuring customers experience a seamless, reliable transition from onboarding through live operations. You will set strategy, establish standards, manage performance, and partner cross-functionally to deliver a best-in-class technical customer experience.

If you are a people leader who understands technical environments, thrives in fast-paced hospitality technology, and knows how to balance operational rigor with customer empathy, we’d love to meet you.

This role is eligible for a base salary + monthly commission structure.

Responsibilities

Team Leadership & Management (40%)

• Directly manage and develop the Deployment Tech – Onboarding and Deployment Tech – Support teams.
• Hire, onboard, coach, schedule and performance-manage team members across both functions.
• Set clear expectations, role clarity, and career paths for technical deployment and support staff.
• Establish coverage models, schedules, and on-call rotations to support launches and live venues.
• Foster a culture of accountability, customer focus, and continuous improvement.

Deployment & Support Operations Ownership (30%)

• Own end-to-end technical deployment and support workflows—from pre-launch readiness through post-launch stabilization.
• Ensure consistent deployment standards, technical best practices, and documentation across all customer installs.
• Ensure support cases are triaged, resolved, and escalated efficiently with appropriate SLAs.
• Monitor volume, trends, and root causes across deployments and support tickets to prevent repeat issues.

Cross-Functional Collaboration & Escalation (20%)

• Act as the primary escalation point for complex technical and customer-impacting issues.
• Partner closely with Customer Success, Product, Engineering, and Operations to resolve issues and improve customer outcomes.
• Translate customer and frontline feedback into actionable product, tooling, and process improvements.
• Participate in incident reviews and post-mortems, ensuring learnings are documented and applied.

Strategy, Metrics & Continuous Improvement (10%)

• Define and track key performance indicators (KPIs) for deployment success, launch readiness, support responsiveness, and system reliability.
• Use data to identify gaps in training, tooling, staffing, and processes.
• Lead initiatives to improve scalability, reduce deployment time, and improve first-time install success rates.
• Ensure internal and external documentation is accurate, current, and consistently used.

Skills & Requirements

Leadership & Experience

• 3–5+ years of experience managing technical support, deployment, or field operations teams.
• Demonstrated success leading customer-facing technical teams in SaaS, fintech, POS, or hospitality technology environments.
• Experience scaling processes and teams in a high-growth company.

Technical Acumen

• Strong understanding of IP networking (wired and wireless).
• Familiarity with Linux environments, command line utilities, and remote access tools (SSH/SFTP).
• Experience with POS hardware, Android devices, printers, routers, and peripherals.
• Familiarity with mainstream POS systems (Micros, Aloha, Toast, Simphony, etc.) is highly valuable.
• Ability to assess technical environments and guide teams toward appropriate deployment solutions.

Communication & Customer Leadership

• Excellent verbal and written communication skills.
• Ability to translate technical complexity into clear guidance for customers and internal stakeholders.
• Strong judgment in high-pressure, customer-impacting situations.
• Highly organized, with the ability to prioritize across multiple teams and competing demands.

Additional Requirements

• Ability to travel occasionally to customer sites, team offsites, or major deployments.
• Ability to lift and handle POS hardware when needed.
• Comfortable being hands-on during critical launches or escalations.

What We Offer

• Medical, Dental, & Vision insurance
• 401k with an employer match
• $100 monthly GoTab Bucks to dine at any GoTab location
• Generous PTO & Holidays

EEO

GoTab is fully committed to Equal Employment Opportunity and to attracting, retaining, developing, and promoting the most qualified employees without regard to their race, color, religion, creed, sex, gender, sexual orientation, gender identity, gender expression, age, national origin, genetic information, marital/familial status, disability, military status, veteran status, or any other protected status. We are dedicated to providing a work environment free from discrimination and harassment, where employees are treated with respect and dignity. 

As a company, we are not able to sponsor employment visas at this time, including but not limited to F-1 OPT and H1-B. 

About GoTab Inc

GoTab, Inc., a Restaurant Commerce Platform (RCP), helps large- and mid-sized restaurants, breweries, bars, hotels and other venues run lean, profitable operations while making guests even more satisfied. GoTab allows patrons to order and pay through a server, order and pay directly from their own mobile phones, or blend the two experiences all on one tab, through its all-in-one POS, mobile ordering and payment features, and kitchen display systems (KDS). The guest never has to download a mobile app or create a password. Founded in 2016 and based in Arlington, Virginia, GoTab serves hundreds of national, regional and local full-service accounts in the United States, Australia, Canada and Puerto Rico.