Customer Support Engineering Manager

Crusoe•San Francisco, CA

2d•$144,000 - $165,000•Onsite

About The Position

Crusoe Cloud is revolutionizing high-performance computing by offering sustainable, low-cost GPU compute power. As a Customer Support Engineering Manager, you'll 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. This is a full-time position. 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.

Requirements

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

Nice To Haves

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.

Responsibilities

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