Customer Support Engineering Manager

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

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

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.