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Job Description:
About the role
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
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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
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Foster a culture of accountability, learning, and continuous improvement
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Conduct regular performance reviews and skill development planning
Operational Excellence
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Define and monitor KPIs such as MTTR, ticket volume, and CSAT
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Drive automation of diagnostics and resolution workflows using Azure-native tools
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Ensure compliance with security, privacy, and governance standards
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Continuously evaluate support workflows and identify opportunities for automation, improved documentation, and operational efficiencies
Customer Experience
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Identify recurring customer experience issues
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Support the adoption of AI‑enabled support tools including conversational AI chat, guided troubleshooting, and automated diagnostics
Cross-Functional Collaboration
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Partner with Product, Engineering, and SRE teams to align support with platform goals
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Coordinate with global support teams to share best practices and insights
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Represent the support function in strategic planning and roadmap discussions
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Ensure knowledge is captured and maintained through KCS practices and encourage knowledge reuse across the support organization.
Technical Leadership
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Lead a team that troubleshoots internal platforms and engines, and resolves Azure-related incidents, outages, and performance issues
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Serve as escalation point for high-impact customer vendor issues across networking, storage, compute, and identity
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Ability to work with customer base via phone and email for escalations or day to handling
Stakeholder Engagement
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Present weekly insights, trends, and recommendations to leadership
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Advocate for customer-centric solutions and proactive support strategies
What you bring to the role:
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Four-year college degree or equivalent combination of education and experience required
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5+ years of experience in cloud engineering or technical support
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6+ years in a leadership or management role
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Experience managing technical teams and driving operational excellence
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Excellent communication and stakeholder management skills
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Experience supporting SaaS platforms, digital commerce systems, or enterprise applications.
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Familiarity with AI‑enabled support tools and knowledge management practices preferred.
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Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure
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Strong understanding of web technologies, integrations, or system architecture
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Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
Nice to have
Flexibility working some weekends and later hours to help fulfil a 24x7 business