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Manager, Customer Engineering

Patch My PC
Remote

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Job Details

Full-time
$130,000 - $160,000 a year
9 days ago

Benefits

Internet reimbursement
Health savings account
Health insurance
Dental insurance
Flexible spending account
Tuition reimbursement
Paid time off
Parental leave
Vision insurance
401(k) matching
Gym membership
Pet insurance

Qualifications

Managing technical support teams
Managing teams in a customer support role
Windows
Incident Escalation
Microsoft Office
Team development
Collaboration with product development teams
Conflict management
Leading team collaboration initiatives
Operational excellence initiatives
Process improvement planning
Change management support (employee development activity)
Team motivation (leadership skill)
Cross-functional communication

Full Job Description

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.

Compensation & Benefits:

Competitive Salary: $130,000 - $160,000 based on experience and location.

Benefits:

401k Match: Match 200% of contributions up to the first 5% of salary, resulting in a total potential match of 10%.
Medical, Dental, and Vision Coverage: Patch My PC covers 99% of premiums for both team members and dependents.

Other Benefits:

FSA/HSA.
Fertility benefits.
Parental leave.
Paid-time off (PTO).
Volunteer leave.
Charitable donation matching.
Tuition reimbursement.
Gym membership reimbursement.
Internet stipend.
Pet insurance.

Learn more about our benefits here: https://patchmypc.com/careers#we-care.

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Quick Apply

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