Lead and coach a global Customer Engineering team to deliver technical solutions, drive process improvements, support pre-sales, manage escalations, and partner cross-functionally to enhance customer experience and operational excellence across Microsoft and deployment platforms.
About Our Company:
At Patch My PC, we exist to improve lives. What started as a free tool to keep apps updated has grown into a trusted enterprise solution that helps IT and Security teams automate, manage, deploy, and report on third-party updates in Microsoft ConfigMgr, Intune, and WSUS. Our fully remote crew of 150 GIF-loving humans supports over 10,000 customers and more than 30 million devices. We make patching easier, boost security, and give IT teams their time back.
Our core values guide how we work, how we treat each other, and how we grow. They keep us focused on what matters most. We're here to improve the lives of our customers, our team members, and our communities.
About this Role:
We are seeking a Manager, Customer Engineering who is based on the East Coast or is able to work East Coast business hours.
As the Manager, Customer Engineering, you will lead a high performing team of Customer Engineers responsible for delivering proactive, impactful and technically sound solutions to our customers. You will combine strong technical expertise with people leadership to drive team excellence, foster innovation and deliver an exceptional customer experience.
This is a hands on leadership role that balances operational execution, customer advocacy and cross functional collaboration. You will also lead initiatives that improve operational excellence from ideation through adoption.
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
Skills Required:
- 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)
Nice -to-Have:
- 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.
Equal Opportunity Employer:
Patch My PC is an Equal Opportunity Employer and is committed to a policy of equal treatment and opportunity in every aspect of its recruitment and hiring process. We encourage women, racial and ethnic minorities, individuals with disabilities, and veterans to apply.
Work Authorization:
To be eligible for consideration, candidates for fully remote positions must reside in one of the following U.S. states at the time of hire:
AL, AK, AR, AZ, CA, CO, CT, DE, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, WA, WI, WV, WY.
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