Head of Customer Engineering

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.