Senior Manager, Customer Support
$205k - $250k • San Francisco, CA - US • FullTime
Posted 4mo ago
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Crusoe Cloud is revolutionizing high-performance computing by offering sustainable, low-cost GPU compute power. As a Senior Manager, Customer Support, you will play a crucial role in empowering our customers to leverage this technology for groundbreaking advancements in fields like AI/ML, physics simulations, and computational biology. You will be the primary point of contact for technical support, ensuring our customers can seamlessly utilize Crusoe Cloud to achieve their goals. This role directly impacts Crusoe's mission by enabling our customers to accelerate their research and development, contributing to a more sustainable future. You will be involved in exciting projects, working with cutting-edge technologies and collaborating with a talented team to solve complex challenges. The ideal candidate is a highly motivated and experienced technical professional with a passion for customer success, a deep understanding of cloud technologies, and a commitment to Crusoe's values. You are invited to join and lead the Crusoe Customer Support Team full of highly talented, driven team members who care deeply about the success of our customers. One of our key priorities is to scale our Support Team’s ability to resolve deeply technical issues and support complex customers and workflows. That’s why we’re searching for a Support Engineering Manager to grow and shape the future of Support Engineering at Crusoe. This role is not a traditional Support Manager position. We’re looking for someone who has technical depth, is confident diving into complex systems, and can mentor others on complex problem solving.
Responsibilities
- Hire, lead, and develop a team of Support Engineers focused on technical depth and problem-solving for enterprise customers.
- Provide coaching and feedback to direct reports, partnering on career development goals.
- Build scalable processes for diagnosing and resolving complex issues related to integrations, APIs, analytics, and product performance.
- Create internal tools and workflows to enhance team efficiency and consistency.
- Use data from escalations and customer feedback to recommend improvements to team effectiveness and customer outcomes.
- Collaborate with Solutions Engineering, Customer Success, Reliability, Sales, and Product Engineering to enhance the customer experience.
- Engage with key customers to understand their AI workloads, pain points, and future requirements.
- Define and monitor KPIs to evaluate team performance and effectiveness.
- Communicate clearly with the team, stakeholders, and external customers.
Requirements
- B.S. in Computer Science or a related technical discipline, or equivalent experience with an advanced degree.
- 6+ years of experience in Software Engineering, Technical Support Engineering, DevOps, Systems engineering, Solutions architecture, or similar customer-facing technical roles.
- 2+ years in a leadership role within a high-growth environment.
- Deep understanding of cloud infrastructure, including Kubernetes, GPU compute, AI/ML, and high-performance computing.
- Proven track record of organizing and coordinating multiple teams for complex projects.
- Passion for improving customer experience through well-designed, technically sound solutions.
- Comfortable representing customer needs in Engineering discussions and advocating for supportability.
- Expert leadership skills with the ability to influence stakeholders at all levels.
- Excellent verbal and written communication skills, with the ability to present complex technical information clearly.
- Demonstrated experience in a fast-paced, dynamic organization experiencing hypergrowth.
- Experience working with global teams.