Lead Technical Implementation Specialist

IT · Honolulu, Hawaii
Department IT
Employment Type Full-Time
Minimum Experience Manager/Supervisor

Who Are We? 

Lastwall Networks Inc. is a Canadian, cloud-based security provider. We focus on building zero-trust environments, credentials and access management platforms. 


The Lastwall platform is a core-to-cloud based identity firewall system, which focuses on the positive identification of users. We deliver risk-based access control and anti-fraud capabilities via the cloud. 


We work with clients in Defence, Intelligence, Government, and Critical Infrastructure. 


Lastwall's head office is located in Vancouver, Canada, with offices in New Brunswick and Hawaii. We are a Canadian led organization! This position is a full time, permanent role based out of Honolulu with a hybrid work model. 


What You’ll Do 


The Lead Technical Implementation Specialist  will be responsible for complementing Lastwall’s innovation, best practices, and capabilities with our valued customers objectives and priorities. Your function is to demonstrate best practice for your reporting team and ensure they are enabled to execute in their role effectively. This includes functions such as being the resident subject matter expert on all things customer and technical support related.


The Lead TIS will be responsible for building the foundations of our technical and implementation functions and providing insight for best practice. This includes contributing to customer facing work as well as building policy and procedure on customer support centric initiatives. Your areas of focus are tasks such as customer onboarding, implementation and continuous adoption /recommendations for best use and best practice of our product as well as managing a team of direct reports. You are the main point of contact for anything related to technical support and overall successful adoption of our products and services. 


The ideal candidate is customer focused and process driven. You thrive in communicating and understanding your client’s needs, desires and wishes. Your role is to ensure Lastwall meets and exceeds our clients needs by maintaining open dialogue with the customer(s) as well as your team and regular check ins with both. Success in this role means exceptional customer satisfaction and retention as well growing a high performing technical team. 

 

In this role you will be responsible for:

  • Leading all functions of technical support and implementation
  • Working closely with your team to coach and enable best practices
  • Primary contact for clients in need of Lastwall troubleshooting and technical support
  • Providing in-depth technical knowledge of our product to quickly resolve client issues, challenges and opportunities
  • Assisting customer configuration of SAML 2.0 and other Identity related technologies
  • Maintaining client file and keeping it up to date to ensure all customer queries and instances are documented and resolved 
  • Categorizing, and maintaining data sets on common issues to support fixes
  • Liaising with technical team to promote product improvement
  • End to end ownership of the onboarding, implementation and retention of customers


What You’ve Done

Our ideal candidate is someone who enjoys leasing people while also digging into technical issues and interacting with customers. You have worked in a leadership capacity within Technical Support, Implementation and/or Customer Success throughout your career. You have proven experience learning and understanding a 3rd party ecosystem and injecting a proven product into said ecosystem. You’re comfortable being a subject matter expert on a product and answering customer questions with ease. You have a technical aptitude in Cloud/AWS infrastructure as well as SSO. 


Requirements

  • 1-2 years of experience in a similar role
  • Degree or Diploma in computer science, information management or equivalent work experience
  • Ability to troubleshoot and learn complex topics
  • Ability to work and counsel with clients on system and service configuration efforts, product adaptation and business best practice solutions. 
  • Ability to coach and scale a team

 

What You’ll love About Us

We’re a startup who enjoy the hustle and excitement of startup life but we deeply value your time and space as a human. We are aiming to build a people first culture and we want to bring on team members who can contribute to this goal. 

Because we are a startup, your voice is heard, recognized and desired. We want to bring on teammates who want to make an impact and your opinion and perspectives are crucial . You will ultimately help shape this organization from the ground up. 

We offer a flexible working environment and you can choose a hybrid work model that meets your needs. Being wildly inclusive is our mission and we hope to build a team who holds us to this!

Thank You

Your application was submitted successfully.

  • Location
    Honolulu, Hawaii
  • Department
    IT
  • Employment Type
    Full-Time
  • Minimum Experience
    Manager/Supervisor