Software Implementation Manager

About RAD Robotic Assistance Devices (RAD) is at the forefront of the high-tech security landscape, pioneering robotics and artificial intelligence-based solutions that empower organizations with unprecedented insight. We tackle complex security challenges, stimulate new business innovations, and significantly reduce costs. Every robot and software solution are an in-house creation, ensuring total control over design, performance, quality, and the ultimate user experience. As we continue to grow, we are seeking to expand our software implementation group, the core of our Operations Team. This critical role blends the technical rigor of a support escalation engineer with program management capabilities.

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$60,000 - $65,000 a year What You'll Do Technical Support & Troubleshooting Monitor device health continuously; when a device goes offline, create a ticket, notify the client with clear next steps, and partner with the hardware team through resolution. Perform root cause analysis on software and hardware issues, and implement corrective and preventive solutions. Troubleshoot low-voltage systems, network connections, and configurations to ensure they meet performance standards within RAD's software platform. Provide on-site and remote support for hardware deployment and system troubleshooting. Oversee integration and testing of RAD's software with proprietary robotics hardware, and manage software updates with minimal disruption to end-users. Training & Adoption Ensure every client participates in training sessions and device setup calls; record sessions when possible, and distribute guides and reference materials. Deliver hands-on demonstrations and training tailored to each client's needs. Regularly spot-check devices, detections, alarm queues, and login activity to confirm healthy detection rates, minimal false positives, and timely alarm acknowledgment. Conduct quarterly check-ins and recommend refresher training or workflow updates as needed. Responsiveness & Communication Respond to client communication as quickly as possible; even without an immediate resolution, acknowledge requests and clearly communicate next steps. Deliver clear, concise communication to both technical and non-technical stakeholders. Provide regular progress updates to internal and external stakeholders, maintaining transparency. Demonstrating Value Ensure detections align with client goals and real-world use cases. Share analytics and reporting consistently, highlighting incidents prevented and security improvements. Gather client feedback, escalate software requests to the development team, and recommend analytics or workflow enhancements accordingly. What We're Looking For Solid IT fundamentals — networking basics, low-voltage systems, and general technical troubleshooting Experience with root cause analysis and technical documentation Comfort working hands-on with hardware deployments as well as software platforms A proactive communicator who follows up without being asked Strong problem-solving skills and a bias toward action Ability to manage multiple client relationships and priorities at once Prior experience in technical support, implementation, IT, or a related client-facing technical role is a plus \n Location This is a remote role. A reliable, strong internet connection is required. RAD is a nationally dispersed team, and our clients are spread out not just across the U.S. but around the world. You'll need to be comfortable communicating and coordinating with colleagues and clients across multiple time zones. Occasional travel may be required, though it is expected to be infrequent. Work Expectations RAD is an early-stage technology company, and the work doesn't always fit neatly into a 9-to-5. There will be duties and situations that can't always be predicted in advance, which may occasionally require working outside normal business hours. We're looking for someone who shares our mindset: we do whatever it takes to hit our goals. Compensation & Benefits Base salary of $60,000 – $65,000 Eligible to participate in RAD's comprehensive Group Benefits Plan starting the first day of the month following your hire date, including: Medical: Base PPO option 100% employer-paid for the employee, 50% employer-paid for dependents ("buy-up" options also available) Life Insurance Short-Term Disability Insurance Long-Term Disability Insurance Employee Assistance Program Eligible for stock and/or option awards based on tenure and performance Why RAD We believe client success is a daily practice, not a one-and-done handoff. You'll be part of a team that treats every client issue like it matters — because it does — while getting to work with robots and AI that are genuinely cool. If you like solving real problems and being the person clients trust, let's talk.