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For Companies At a Glance
- Tasks: Lead a dynamic engineering support team to deliver top-notch customer service and drive process improvements.
- Company: Join Moody’s Maxsight, a cutting-edge SaaS platform redefining cloud technology.
- Benefits: Competitive salary, professional development, and the chance to work with innovative AI tools.
- Why this job: Make a real impact in tech while collaborating on exciting projects that shape the future.
- Qualifications: Strong technical expertise, leadership skills, and a passion for customer service.
- Other info: Be part of a forward-thinking team focused on global impact and enterprise innovation.
The predicted salary is between 43200 - 72000 £ per year.
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 (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, 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.
Associate Director Mgr - Technical Support employer: Moody's Investors Service
Contact Detail:
Moody's Investors Service 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.
✨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. And remember, apply through our website for the best chance!
We think you need these skills to ace Associate Director Mgr - Technical Support
Some tips for your application 🫡
Show Off Your Technical Skills: Make sure to highlight your technical expertise in enterprise SaaS environments. We want to see how your experience with tools like SQL, Python, and observability platforms can contribute to our team.
Demonstrate Leadership Experience: We’re looking for someone who can lead and manage a team effectively. Share examples of how you've successfully managed technical support operations and resolved escalations in the past.
Customer Service is Key: Your application should reflect a strong customer-focused mindset. Tell us about times when you went above and beyond to ensure customer satisfaction and how you’ve improved support processes.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that showcase your communication skills, so don’t hesitate to apply through our website!
How to prepare for a job interview at Moody's Investors Service
✨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 technically savvy.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Highlight your ability to manage escalations and critical incidents while ensuring customer satisfaction. Use specific metrics or outcomes to demonstrate your impact on team performance and customer service.
✨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 levels and how you collaborate cross-functionally with engineering and product teams.
✨Embrace Continuous Improvement
Demonstrate your process improvement mindset by sharing examples of how you've optimised workflows in previous roles. Discuss any initiatives you've led that resulted in enhanced team performance or customer satisfaction, showing that you're always looking for ways to drive efficiency.
