Manager, Customer & Technical Support
Core
Lead a team of cloud engineers focused on troubleshooting, performance optimization, and operational excellence for internal platforms and engines.
Role type
Senior IC technical engineering manager (cloud support)
Builds
Operational excellence in cloud support workflows and incident resolution
Domain
Cloud infrastructure and enterprise SaaS support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Cloud engineering, team management, operational excellence, KPI definition, automation of diagnostics, security compliance, stakeholder engagement, web technologies, system architecture, ticketing systems
Preferred skills
AI-enabled support tools, knowledge management practices
Technologies
Azure-native tools, Zendesk, Jira
Responsibilities
Manage and coach a team of platform support specialists, define and monitor KPIs such as MTTR and CSAT, drive automation of diagnostics workflows, identify recurring customer experience issues, partner with Product and Engineering teams, present weekly insights to leadership, serve as escalation point for high-impact customer vendor issues
Seniority
Senior, hands-on IC with management responsibilities