Manager, Customer & Technical Support

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

We’re seeking a hands-on Technical Engineering Manager to lead a team of cloud engineers focused on troubleshooting, performance optimization, and operational excellence. This role blends strategic leadership with technical depth—ideal for someone who thrives in fast-paced environments and enjoys solving complex challenges.

Your role:

Team Management

Manage and coach a team of platform support specialists and Microsoft technical specialists while fostering a culture focused on customer experience, knowledge sharing, and operational excellence

Foster a culture of accountability, learning, and continuous improvement

Conduct regular performance reviews and skill development planning

Operational Excellence

Define and monitor KPIs such as MTTR, ticket volume, and CSAT

Drive automation of diagnostics and resolution workflows using Azure-native tools

Ensure compliance with security, privacy, and governance standards

Continuously evaluate support workflows and identify opportunities for automation, improved documentation, and operational efficiencies

Customer Experience

Identify recurring customer experience issues

Support the adoption of AI‑enabled support tools including conversational AI chat, guided troubleshooting, and automated diagnostics

Cross-Functional Collaboration

Partner with Product, Engineering, and SRE teams to align support with platform goals

Coordinate with global support teams to share best practices and insights

Represent the support function in strategic planning and roadmap discussions

Ensure knowledge is captured and maintained through KCS practices and encourage knowledge reuse across the support organization.

Technical Leadership

Lead a team that troubleshoots internal platforms and engines, and resolves Azure-related incidents, outages, and performance issues

Serve as escalation point for high-impact customer vendor issues across networking, storage, compute, and identity

Ability to work with customer base via phone and email for escalations or day to handling

Stakeholder Engagement

Present weekly insights, trends, and recommendations to leadership

Advocate for customer-centric solutions and proactive support strategies

What you bring to the role:

Four-year college degree or equivalent combination of education and experience required

5+ years of experience in cloud engineering or technical support

6+ years in a leadership or management role

Experience managing technical teams and driving operational excellence

Excellent communication and stakeholder management skills

Experience supporting SaaS platforms, digital commerce systems, or enterprise applications.

Familiarity with AI‑enabled support tools and knowledge management practices preferred.

Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure

Strong understanding of web technologies, integrations, or system architecture

Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases

Flexibility working some weekends and later hours to help fulfil a 24x7 business