Head of Customer Engineering

Lead Anyscale's Customer Engineering team to deliver technical support for production AI workloads on their Ray-based platform. Partner with Product and Engineering to drive improvements from customer feedback while scaling operational excellence, automation, and self-service.

About the job

Responsibilities

Lead a high-performing Customer Engineering team responsible for technical support, customer escalations, and technical issue resolution.
Own the operational health of the Customer Engineering team, including customer satisfaction, support quality, response times, and engineering effectiveness.
Coach and mentor a team of highly technical engineers, fostering a culture of customer focus, technical excellence, collaboration, and continuous improvement.
Build robust reporting and analytics to identify recurring customer challenges, measure operational performance, and drive continuous improvement.
Partner closely with Product Management and Engineering to communicate customer pain points, identify systemic issues, and influence product improvements based on customer feedback.
Guide the team through complex debugging, root-cause analysis, and customer escalations involving distributed systems, cloud infrastructure, and AI workloads.
Drive initiatives that reduce repeat customer issues through improved documentation, diagnostics, automation, operational improvements, and customer enablement.
Encourage the team to contribute tooling, automation, documentation, and, where appropriate, product improvements that reduce long-term customer friction.
Contribute as a key member of the Field and Customer Engineering leadership team, helping shape Anyscale's customer experience strategy.

Requirements

8+ years of engineering experience, including 3–5+ years leading Support Engineering, Customer Engineering, Developer Support, Site Reliability Engineering, or related technical teams.
Experience leading customer-facing engineering teams in a high-growth SaaS or infrastructure software company.
Strong technical background with experience supporting cloud infrastructure, distributed systems, Kubernetes, AI/ML platforms, or developer infrastructure.
Demonstrated success improving the effectiveness of technical customer organizations through operational improvements, technical leadership, and strong cross-functional partnerships.
Experience partnering closely with Product Management and Engineering to communicate customer needs and influence product improvements.
Strong understanding of operational metrics and experience using data to improve customer outcomes and team performance.
Exceptional communication skills, with the ability to work effectively with customers, executives, product managers, and engineers.
Demonstrated success leading teams through complex customer escalations and technical problem solving.
Entrepreneurial mindset with a strong sense of ownership, pragmatism, and bias for execution.

Nice-to-Haves

You've led a Support Engineering, Customer Engineering, Developer Experience, or Site Reliability Engineering team.
You have experience contributing software, tooling, automation, or diagnostics while working in a customer-facing engineering organization.
You have experience with Ray or other distributed computing frameworks.
You have experience supporting AI/ML infrastructure or modern cloud platforms.
You've worked at a Series C or Series D startup.
You have experience working with open-source communities or partnering closely with engineering teams to improve products based on customer feedback.