Associate Director Mgr - Technical Support

Skills and Competencies

• Strong technical expertise in enterprise SaaS environment
• Proven leadership and team management abilities
• Excellent customer service orientation and customer-focused mindset
• Experience managing technical support operations at scale
• Strong communication and interpersonal skills
• Ability to balance technical problem-solving with people management
• Experience with escalation management and incident triage
• Process improvement and optimisation mindset
• Analytical skills to drive data-informed decisions
• Ability to work cross-functionally with engineering and product teams
• Excellent communication and stakeholder management skills with ability to influence at all organisational levels
• Familiarity with Salesforce, JIRA or other common platforms
• Experience with SQL or Python and observability tooling preferred eg: Datadog, Grafana
• Basic understanding of artificial intelligence concepts, with curiosity and enthusiasm for learning how AI tools can be used to improve processes and drive efficiency. Interest in exploring AI systems and a willingness to develop awareness of responsible AI practices, including risk management and ethical use

Education

• Bachelor’s degree in Computer Science, Software Engineering, or a related field preferred

Responsibilities

• Lead and manage the engineering support team to deliver exceptional customer service
• Oversee daily operations of the technical support function
• Manage escalations and critical incidents, ensuring timely resolution
• Ensure that issues are resolved within committed customer SLAs
• Triage complex technical issues and coordinate with appropriate teams, ensuring they are directed to the 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
• Identify and develop tools that enable internal teams to resolve customer issues independently, reducing the need for escalation to engineering.
• Own and maintain the team’s Jira board, ensuring tickets are kept up to date and accurately reflect current priorities.
• Manage the in hours and out of hours support rotas
• Ensure platform stability and optimal customer experience through proactive support strategies
• Establish measurable KPIs for technical performance, system quality, and customer satisfaction
• Drive technical roadmap planning and prioritisation in collaboration with product and business stakeholders
• Represent engineering in leadership forums and contribute to long-term planning and technical vision

About the team

Moody’s Maxsight is a highly performant, cloud-based SaaS platform designed to deliver powerful insights and decision-making capabilities at a global scale. Built for speed, scalability, and reliability, Maxsight empowers organizations worldwide to harness complex data seamlessly, driving smarter decisions and uncovering opportunities in real time.

Joining the Maxsight team means being part of a dynamic, forward-thinking group that is redefining what’s possible in cloud technology and enterprise solutions. It’s an opportunity to work on cutting-edge innovations that operate at scale, solve complex challenges, and make a tangible impact for businesses around the world.

Our Corporates and Government (C & G) team is responsible for delivering technology solutions that support Moody’s corporate and public sector clients. By joining our team, you’ll be part of exciting work in enterprise software development, public sector innovation, and global impact initiatives—where hands-on technical leadership and AI-enhanced engineering practices are central to our success