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.
Skills Required
- 10+ years of experience in technical roles (support, consulting, software development, or services)
- 7+ years managing or leading technical teams with a record of developing talent
- Ability to lead process improvements from ideation through adoption
- Experience collaborating cross-functionally with engineering, product, sales, and customer success
- 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 (SCCM/ConfigMgr, Intune, RMM)
- Based on the East Coast or able to work East Coast business hours
- Reside in one of the listed U.S. states at time of hire (remote role eligibility)
- 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
What We Do
Patch My PC simplifies third-party application patching for IT and security teams—trusted on over 26 million devices worldwide. Our solution automates the tedious, reduces risk, and saves time by integrating seamlessly with tools like Microsoft Intune and ConfigMgr. But we’re more than just software. We’re a people-first, values-driven team known for ridiculously responsive support, strong customer relationships, and a sense of humor (yes, we speak fluent meme). As a fully remote company, we believe great work happens when people feel trusted, supported, and empowered to make a difference. Our goal? Make patching painless—and actually fun to work with.
Why Work With Us
At Patch My PC, we live our values—humility, empathy, and excellence—every day. We're a fully remote team that feels like family, where leadership truly listens, growth is encouraged, and creativity thrives without bureaucracy. If you're looking for a place where your work matters and your well-being is prioritized, join us.
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