Manager, Customer & Technical Support

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