About this role
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. • Solid experience in cloud engineering or technical support.
• Solid experience in leadership and people management
• 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