Manager, Customer Engineering

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Engineering based in the United States.

This leadership role sits at the intersection of technical expertise, customer success, and team management within a fast-growing SaaS environment focused on IT automation and software deployment.
You will lead a distributed team of customer engineers responsible for delivering proactive, high-impact technical solutions that improve how enterprise customers manage application patching and endpoint security.
The role combines hands-on technical engagement with strategic leadership, ensuring both customer issues and long-term operational improvements are effectively addressed.
You will act as a key escalation point for complex technical challenges while also shaping best practices, processes, and customer experience standards.
Working closely with Sales, Engineering, and Customer Success, you will influence pre-sales outcomes and post-sales satisfaction across a global customer base.
This is a remote-first position offering the opportunity to lead in a high-growth, mission-driven organization serving thousands of enterprise IT teams.

• 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.

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.
• Experience with CRM systems, support platforms, or analytics dashboards is a plus.
• Proven ability to manage remote, geographically distributed teams across multiple time zones.

Benefits:

• Competitive salary ranging from $130,000 to $160,000 depending on experience and location.
• Comprehensive medical, dental, and vision coverage with a high employer contribution toward premiums for employees and dependents.
• 401(k) retirement plan with generous employer matching contributions.
• Flexible spending accounts (FSA/HSA) and additional financial wellness options.
• Paid parental leave, fertility benefits, and family-building support programs.
• Paid time off, volunteer leave, and flexible work-life balance policies.
• Internet stipend, gym membership reimbursement, and tuition reimbursement programs.
• Pet insurance, charitable donation matching, and additional lifestyle benefits.
• Fully remote work environment with strong support for distributed teams.