Manager, Customer Engineering
New
Based in the United StatesFull-TimeManager
Salary130,000 - 160,000 USD per year
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Job Details
- Experience
- 7+ years of experience leading technical teams; 10+ years of experience in technical roles.
- Required Skills
- Microsoft AzureCustomer SuccessSaaS
Requirements
- 7+ years of experience leading technical teams, with a proven ability to develop talent and manage high-performing distributed organizations.
- 10+ years of experience in technical roles such as customer engineering, IT consulting, systems administration, software development, or technical support.
- Strong expertise in Microsoft technologies, including Windows, Azure, Microsoft 365, and endpoint management tools such as Intune or SCCM.
- Demonstrated success driving process improvements, operational scalability, and organizational change in fast-paced environments.
- Strong ability to manage escalations, resolve conflicts, and lead through ambiguity with empathy and decisiveness.
- Experience collaborating across engineering, product, sales, and customer success functions in a SaaS or enterprise software environment.
- Excellent communication and interpersonal skills with high emotional intelligence and strong stakeholder management abilities.
- Proven ability to manage remote, geographically distributed teams across multiple time zones.
- Experience with CRM systems, support platforms, or analytics dashboards is a plus.
Responsibilities
- Lead, coach, and develop a global team of Customer Engineers, ensuring strong performance, career growth, and a culture of accountability, collaboration, and continuous improvement.
- Act as the primary escalation point for complex or high-priority customer issues, providing both technical guidance and customer-focused resolution strategies.
- Partner with Sales and cross-functional teams to support pre-sales technical enablement, solution alignment, and customer onboarding success.
- Drive operational excellence initiatives, improving processes, standardization, and scalability from ideation through implementation and adoption.
- Serve as the Voice of the Customer, identifying trends, anticipating needs, and influencing product and service improvements across internal teams.
- Maintain hands-on technical involvement in Microsoft ecosystems and related tools to effectively guide troubleshooting and team coaching.
- Collaborate with leadership on strategic planning and cross-functional initiatives aligned with long-term business growth objectives.
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