Associate Director Manager - Technical Support (Remote)

About the Role

We are seeking an Associate Director Manager - Technical Support (Remote) to lead our engineering support team at Moody's. In this role, you will oversee the daily operations of our technical support function, ensuring exceptional customer service and timely resolution of escalations. You will be part of a dynamic team that is transforming how the world sees risk by advancing AI technologies.

What You'll Do

• Lead and manage the engineering support team to deliver exceptional customer service.
• Oversee daily operations of the technical support function, ensuring issues are resolved within committed customer SLAs.
• Triage complex technical issues and coordinate with appropriate teams for resolution.
• Drive continuous improvement in support processes and workflows.
• Monitor and enhance team performance, productivity, and customer satisfaction metrics.
• Develop and mentor engineering support team members.
• Establish and maintain support standards and best practices.
• Collaborate with engineering and product teams to address systemic issues.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, or a related field preferred.
• Strong technical expertise in enterprise SaaS environments.
• Proven leadership and team management abilities.
• Excellent customer service orientation and customer-focused mindset.
• Experience managing technical support operations at scale.
• Familiarity with Salesforce, JIRA, SQL, or Python preferred.
• Basic understanding of artificial intelligence concepts.
• Ability to balance technical problem-solving with people management.

Nice to Have

• Experience with observability tooling such as Datadog or Grafana.
• Interest in exploring AI systems and responsible AI practices.

What We Offer

• Competitive salary and benefits package.
• Remote work flexibility.
• Opportunities for professional development and career advancement.
• A collaborative and inclusive work environment.
• Access to cutting-edge technologies and tools.