Manager, Customer & Technical Support

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description:

Were 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 depthideal 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 AIenabled 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 AIenabled 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 weekendsand later hours to help fulfil a 24x7 business