Manager, Customer & Technical Support (Azure)

TL;DR

Manager, Customer & Technical Support (Azure): Leading a team of cloud engineers and support specialists to troubleshoot platform issues and optimize operational performance with an accent on Azure-native tools and automation. Focus on driving operational excellence through KPI monitoring, implementing AI-enabled support workflows, and ensuring cross-functional collaboration to maintain system reliability.

Location: Williamsville, NY, United States

Salary: $78,000–$124,800 per year

Company

A leading global technology company specializing in IT supply chain and cloud services through the hirify.global Xvantage™ platform.

What you will do

• Manage, coach, and develop a team of technical support specialists and Azure experts.
• Define and monitor key operational KPIs including MTTR, ticket volume, and customer satisfaction.
• Drive automation of diagnostics and resolution workflows utilizing Azure-native tools.
• Identify recurring customer experience issues and advocate for proactive support solutions.
• Collaborate with Product, Engineering, and SRE teams to align support goals with platform objectives.
• Represent the support function in strategic planning and roadmap discussions.

Requirements

• Four-year college degree or equivalent combination of education and experience.
• 5+ years of experience in cloud engineering or technical support.
• 6+ years in a leadership or management role.
• Experience supporting SaaS platforms, digital commerce systems, or enterprise applications.
• Proven troubleshooting skills in network, storage, compute, and identity.
• Ability to work a flexible schedule including some weekends and late hours to support 24/7 operations.

Nice to have

• Familiarity with AI-enabled support tools (conversational AI, guided troubleshooting).
• Knowledge management practices (KCS).
• Experience with ticketing systems such as Zendesk or Jira.

Culture & Benefits

• Comprehensive healthcare benefits and wellness programs.
• 401(k) retirement plan with company match.
• Paid time off, parental leave, and disability coverage.
• Opportunities for merit increases and performance-based incentives.
• Inclusive work environment committed to equal opportunity.