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- Tasks: Lead a dynamic engineering support team to deliver top-notch customer service.
- Company: Join Moody’s Corporation, a leader in cloud-based SaaS technology.
- Benefits: Competitive salary, career growth, and the chance to work with cutting-edge AI tools.
- Why this job: Make a real impact by solving complex challenges in a fast-paced environment.
- Qualifications: Strong technical skills in SaaS, leadership experience, and a passion for customer service.
- Other info: Be part of a forward-thinking team redefining cloud technology and enterprise solutions.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join to apply for the Associate Director Mgr – Technical Support role at Moody’s Corporation.
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 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 (e.g., 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
- 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
- Own and maintain the team’s Jira board, ensuring tickets are kept up to date
- 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.
Associate Director Mgr - Technical Support employer: Moody's Corporation
Contact Detail:
Moody's Corporation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Associate Director Mgr - Technical Support
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to technical support. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you’ve tackled complex issues in the past, especially in a SaaS environment. This will highlight your expertise!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Associate Director Mgr - Technical Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences mentioned in the job description. Highlight your technical expertise, leadership abilities, and customer service orientation to show us you're the perfect fit for the Associate Director Mgr – Technical Support role.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your background aligns with our needs. Don't forget to mention any experience you have with tools like Salesforce or JIRA, as well as your interest in AI.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex technical issues in the past. We want to see your analytical skills in action and how you've driven improvements in support processes or team performance.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Moody's Corporation
✨Know Your Tech Inside Out
Make sure you brush up on your technical expertise, especially in enterprise SaaS environments. Be ready to discuss your experience with SQL, Python, and any observability tools like Datadog or Grafana. This will show that you’re not just a people manager but also someone who understands the tech side of things.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about times when you managed escalations or critical incidents and how you ensured timely resolutions. Highlight your ability to mentor team members and drive continuous improvement in support processes.
✨Communicate Like a Pro
Since strong communication is key for this role, practice articulating your thoughts clearly and confidently. Be prepared to discuss how you've influenced stakeholders at various organisational levels and how you handle cross-functional collaboration with engineering and product teams.
✨Embrace AI and Process Improvement
Demonstrate your curiosity about AI and how it can enhance processes. Share any experiences you have with implementing process improvements or optimising workflows. This will show that you’re forward-thinking and eager to leverage new technologies to drive efficiency.
