Building Scalable Engineering Support: The Story of the TOCE
Every engineer knows that building something impactful takes more than just technical skills—it takes strategy, coordination, and the right kind of support. That's exactly what sparked the creation of the Technical Operations Center of Excellence (TOCE).
The Origins: Solving a Real Problem
The idea for the TOCE began in the Northwest Arkansas office, where we were facing a challenge many growing account teams encounter:
The solution started small. We piloted a role known as the "Inside CSE," modeled after how Inside Sales Reps (ISRs) support Account Managers (AMs). The goal? To offer field engineers the same kind of operational support, allowing them to stay focused on what they do best—solving complex problems and spending more time with our customers.
It worked. Quickly.
We realized this wasn't just a helpful tool—it was a game-changer. Two years later, the TOCE was formed.
How the TOCE Made a Difference
With the TOCE owning key parts of the workflow—RBIs, SOWs, BOMs, and more—we finally had a way to maintain project continuity and accountability from start to finish. We now had the ability to have a single technical owner, which meant fewer handoffs, fewer dropped balls, and better outcomes for our customers. The list of services and tasks the TOCE offered grew exponentially as we began to support the field.
More importantly, it allowed Consulting Systems Engineers (CSEs) to focus on strategic, high-value customer interactions by freeing them from time-consuming operational tasks.
Evolving into a Core Function
The TOCE didn't just support engineering—it became an extension of it. Today, the team supports several High-Performance Teams (HPTs), even interacting directly with customers throughout parts of the sales cycle. This level of integration has helped us build stronger, faster, and more responsive teams across the board.
Looking Ahead: What's Next for the TOCE
We're not slowing down.
The next phase of the TOCE focuses on even deeper integration with the field through key initiatives like LDOS, ESF, and the evolving "HPT of the Future" vision. We're also working closely with Strategy and Operations to standardize how HPTs report sales activity—bringing clarity and consistency to leadership reporting.
And through our Virtual CSE (vCSE) model, we're scaling technical support for Client Development Associates (CDAs) with a focus on quality and consistency, and our vCSEs support Systems Engineering Managers (SEMs) with special projects and support sales engineering efforts while CSEs are out of the office or are in need of extra technical muscles during a strategic sales initiative.
Final Thoughts
At its core, the TOCE is about supporting the field to do what matters—solving complex problems, innovating with purpose, and delivering value to our customers. It's about building a system where operational excellence supports technical excellence.
As we continue to evolve, the mission remains the same: scale with intention, support with precision, and always put the customer first. Whether you're a CSE in the field or part of a high-performing team, the TOCE is here to amplify your impact. Contacting us is as simple as sending an email to TOCE_requests@wwt.com in the US and TOCE_EMEA@wwt.com.
We're incredibly proud of how far we've come—and even more excited about where we're going.