Manager, Customer Engineering
United States
Customer Success /
Full-Time /
Remote
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 125 GIF-loving humans supports over 8,000 customers and more than 25 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 the Role:
As the Manager of Customer Engineering, you’ll lead a high-performing team of Customer Engineers responsible for delivering proactive, impactful, and technically sound solutions to our customers. You’ll blend strong technical acumen with people leadership to drive team excellence, foster innovation, and ensure an exceptional customer experience. This is a hands-on, strategic leadership role that balances operational execution with customer advocacy and cross-functional collaboration.
Responsibilities:
- Lead, coach and mentor a global team of Customer Engineers.
- Conduct regular 1:1s and performance reviews with a focus on career growth and continuous learning.
- Cultivate a team culture rooted in trust, accountability, humility, and proactive communication.
- 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.
- Advocate for customers internally and drive initiatives to anticipate and address emerging customer needs.
- Guide the team in navigating complex technical problems related to Windows, Azure, Configuration Management, and software deployment environments.
- Stay informed on industry trends, Microsoft technologies, and customer environments to coach the team effectively.
- 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.
Required Skills:
- 10+ years of experience in technical roles (e.g., support, consulting, software development, or services).
- 5+ years of experience managing or leading technical teams, with a proven record of developing talent and fostering team success.
- Experience collaborating cross-functionally with engineering, product, sales, and customer success teams.
- Strong knowledge of Microsoft platforms (Windows, Azure), business apps (Office 365, SharePoint), and/or configuration or remote management tools (e.g., SCCM, Intune, RMM).
- Demonstrated ability to lead during change, manage escalations, and resolve conflicts with empathy and decisiveness.
Nice-to-Haves:
- 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:
- Competitive Base Salary: $100,000 - $125,000 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.
- Three months of paid parental leave.
- Three weeks paid-time off (PTO).
- Three days of 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, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, WA, WI, WV, WY.
