ABOUT LVT

LVT is redefining how businesses operate in the physical world, moving beyond traditional security solutions to deliver AI-driven, actionable intelligence that makes sites smarter, safer, and more secure. Since pioneering our first mobile, solar-powered units, our commitment to scrappy, hands-on innovation has made us an established leader and one of the fastest-growing companies in intelligent site technology. We are building the next generation of solutions—from our physical units in the field to a powerful Agentic AI platform—that allows our customers to gain unprecedented visibility and control over safety, compliance, and operations. This is your chance to join a cutting-edge team that isn't just watching the world change, but actively building the technology that is changing it.

We’re a team that’s focused on growth and innovation, and we’re proud that our crew, products, and leadership are being recognized for it.

• A Top-Tier Growth Company: Named one of the Financial Times’ Fastest Growing Companies 2025 and #10 on the Inc. 5000 Rocky Mountain Regional list for 2025.

• Innovative Leadership: Our CEO, Ryan Porter, was named an EY Entrepreneur of the Year 2025, and our CTO, Steve Lindsey, was inducted into the Silicon Slopes CTO Hall of Fame in 2024.

• Product & Software Excellence: We were named one of The Software Report’s Top 100 Software Companies of 2023 and are a winner of the Security Today Govies Award for 2025.

ABOUT THIS ROLE

As the Support Manager for Customer Escalation Specialists (CES) and Alert Response Services (ARS), you will lead two high-impact teams while remaining a hands-on technical expert. This is a "Player-Coach" role: you are responsible for the growth of your team and the health of our technical partnerships, but you are also the person who jumps into the logs when a critical issue arises. You will define "World-Class Customer Service" at LVT—turning technical failures into opportunities for trust-building through transparency, speed, and expert-level communication.

This role is based in-office out of our Headquarters in American Fork, Utah.

ROLE RESPONSIBILITIES

• Cultivate Service Excellence: Set the gold standard for LVT’s customer experience, mentoring the team to deliver empathetic and definitive communication during high-stress outages.

• Drive Cross-Functional Partnership: Collaborate with Product, Engineering, and Sales to bridge communication gaps and advocate for systemic changes that elevate the customer journey.

• Lead Specialized Teams: Directly manage and develop the CES and ARS teams, ensuring they have the tools and training to resolve complex issues independently.

• Optimize Technical Operations: Serve as the primary technical point of contact for third-party ARS partners, troubleshooting latency or protocol issues to maintain system integrity.

• Execute High-Level Escalations: Personally manage a portfolio of high-priority customer escalations, leading by example through radical accountability and technical competence.

• Analyze Root Causes: Regularly review alert reports, system incidents, and software logs to identify and solve the underlying causes of service failures.

• Develop Standard Operating Procedures: Author and maintain technical "Runbooks" for partner interactions and hardware troubleshooting to keep pace with rapid product evolution.

• Ensure Data Integrity: Perform meticulous data reconciliation of alert volumes and service logs to provide accurate reporting for financial and operational approvals.

• Enforce Accountability: Monitor internal and external SLAs, facilitating crucial conversations with vendors to ensure performance standards are met.

OUR IDEAL CANDIDATE

• Experienced Leader: 3+ years of experience in Technical Support Management, SOC Management, or Incident Command.

• Customer Obsessed: A proven track record of recovering at-risk customer relationships through exceptional service and technical follow-through.

• Technically Proficient: Deep understanding of alert triggering systems, API delivery logs, and hardware-to-software signal flows.

• Process Oriented: Ability to build SOPs from scratch and translate complex technical failures into clear "business-speak" for stakeholders.

• Vendor Savvy: Experience managing technical relationships with third-party vendors (ISP, Software, or Hardware), including managing missed SLAs.

• Resilient & Flexible: A "no-task-left-behind" mentality with the willingness to work obscure hours when the business demands it to ensure partner success.

• Tenacious Problem Solver: Possesses the grit to drive issues to a final resolution or ensure a high-context handoff to the appropriate engineering team.

• Radically Accountable: You take full ownership of your "swim lane" and expect the same level of excellence from your team and partners.

BENEFITS

We believe you do your best work when your whole life is supported. We invest in our crew’s health, families, and financial futures with a benefits package designed to support you inside and outside the office.

LVT IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All candidates must pass a drug screening and background check upon employment. Some roles may also require passing a federal background check and fingerprinting. Must be authorized to work in the U.S. If reasonable accommodation is needed to participate in the job application or interview process, and/or to perform essential job functions, please reach out to your recruiter.