Manager, Customer Engineering

Patch My PC is a company dedicated to improving lives through trusted enterprise solutions. They are seeking a Manager, Customer Engineering to lead a high-performing team responsible for delivering impactful solutions and enhancing customer experiences.

Responsibilities:

• Lead, coach and mentor a global team of Customer Engineers
• Drive organizational change that supports scalable growth by improving standardization, reducing friction, and creating more consistent experiences for both team members and customers
• Cultivate a team culture rooted in trust, accountability, humility, and proactive communication
• Drive pre-sales technical enablement in partnership with Sales to support new business growth
• Partner with leadership on strategic planning and contribute to cross-functional initiatives that align with long-term business goals
• Conduct regular 1:1s and performance reviews with a focus on career growth and continuous learning
• Stay hands-on with tools, systems, and technologies to provide real-time support and leadership
• Act as the escalation point for complex or high-priority customer issues, balancing technical resolution with excellent service
• Serve as the Voice of the Customer internally and drive initiatives to anticipate and address emerging customer needs
• Stay informed on industry trends, Microsoft technologies, and customer environments to coach the team effectively
• Guide the team in navigating complex technical problems related to Windows, Azure, Configuration Management, and software deployment environments

Requirements:

• 10+ years of experience in technical roles (e.g., support, consulting, software development, or services)
• 7+ years of experience managing or leading technical teams, with a proven record of developing talent and fostering team success
• Experience leading process improvements from ideation to adoption to drive sustainable change aligned with our goals and values
• Experience collaborating cross-functionally with engineering, product, sales, and customer success teams
• Demonstrated ability to lead during change, manage escalations, and resolve conflicts with empathy and decisiveness
• Strong knowledge of Microsoft platforms (Windows, Azure), business apps (Office 365, SharePoint), and/or configuration or remote management tools (e.g., SCCM, Intune, RMM)
• Excellent interpersonal and communication skills with high emotional intelligence
• Experience with CRM tools, support ticketing systems, and business insights dashboards
• Strong project management, strategic planning, and organizational change management skills
• Experience leading a remote, geographically dispersed team across time zones