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