Customer Support Engineering Manager

What You'll Be Working On

• Hire, lead and develop a team of Support Engineers focused on technical depth, problem-solving serving Crusoe's enterprise customers
• Provide thoughtful coaching and feedback to your direct reports, and partner with them on their career development goals and growth
• Build scalable, repeatable processes for diagnosing and resolving complex issues related to integrations, APIs, analytics, and product performance
• Create internal tools and workflows that help the team operate with efficiency and consistency
• Use data from escalations and customer feedback to recommend changes that improve team effectiveness and customer outcomes
• Collaborate across functions, working closely with leaders in Solutions Engineering, Customer Success and Reliability, Sales, and Product Engineering to elevate and enhance the Crusoe customer experience
• Directly engage and collaborate with key customers to understand their AI workloads, pain points, and future requirements to continuously improve our service offerings
• Define and monitor key performance indicators (KPIs) to evaluate team performance and effectiveness through leveraging multiple insights
• Communicate clearly and effectively with your team, stakeholders, and external customers

What You'll Bring to the Team

• B.S. in Computer Science or a related technical discipline, or equivalent experience with an advanced degree in a related field
• 6+ years of experience in Software Engineering, Technical Support Engineering, DevOps, Systems engineering, Solutions architecture or similar highly technical customer-facing roles
• 2+ years in a leadership role within a high-growth environment
• Deep understanding of the cloud infrastructure landscape, including fundamentals of Kubernetes, GPU compute, AI/ML, and high-performance computing
• Proven track record of successfully organizing and coordinating the efforts of multiple teams to deliver long-running, complex projects with visibility to senior stakeholders
• Passionate about improving the 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 and engage stakeholders at all levels
• Excellent verbal and written communication skills, with a strong capacity to clearly present complex technical information
• Demonstrated experience within a fast-paced, dynamic organization experiencing hypergrowth
• Experience working with global teams

Bonus Points

• Certifications: CKA, CKAD, CKS, KCNA, AWS Machine Learning - Specialty, Data Analytics - Specialty, Solutions Architect - Professional, Developer - Associate, NVIDIA AI Infrastructure and Operations, Generative AI and LLMs, Generative AI Multi-modal, Infiniband, Linux Foundation IT Associate, System Administrator
• Cloud Expertise: Deep understanding of specific cloud platforms and services
• Automation Skills: Experience with automation tools and scripting languages
• Problem-Solving Abilities: Demonstrated ability to analyze complex technical issues and develop effective solutions
• Collaboration and Mentorship: Proven ability to mentor, train, and onboard colleagues
• Passion for Sustainability: A strong interest in contributing to a more sustainable future through technology

Benefits

• Competitive compensation and equity packages
• Restricted Stock Units
• Paid time off, paid holidays & leave of absence programs
• Comprehensive health, dental & vision insurance
• Employer contributions to HSA account
• Paid parental leave
• Paid life insurance, short-term and long-term disability
• Professional development & tuition reimbursement
• Mental health & wellness support
• Commuter benefits (parking & transit)
• Cell phone stipend
• 401(k) Retirement plan with company match up to 4% of salary
• Volunteer time off
• Global travel insurance & emergency assistance
• Daily meals allowance
• Additional perks & programs specific to location

Compensation Range

Compensation will be paid in the range of up to $155,000 - $185,000 + Bonus. Restricted Stock Units are included in all offers. Compensation to be determined by the applicant's knowledge, education, and abilities, as well as internal equity and alignment with market data.