Senior Manager, Customer Support

The role

You will hire, lead, and develop a team of Support Engineers serving enterprise customers. You will build scalable processes for diagnosing complex issues and collaborate across functions to improve the customer experience.

What you will do

• Hire, lead and develop a team of Support Engineers
• Provide coaching and feedback to direct reports
• Build scalable, repeatable processes for diagnosing and resolving complex issues
• Create internal tools and workflows
• Use data from escalations and customer feedback to recommend changes
• Collaborate across functions with Solutions Engineering, Customer Success, Reliability, Sales, and Product Engineering
• Engage and collaborate with key customers to understand AI workloads and pain points
• Define and monitor key performance indicators (KPIs)
• Communicate with team, stakeholders, and external customers

Required qualifications

• 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 organizing and coordinating the efforts of multiple teams to deliver long-running, complex projects
• Excellent verbal and written communication skills
• Demonstrated experience within a fast-paced, dynamic organization experiencing hypergrowth
• Experience working with global teams

Nice to have

• Certifications: CKA, CKAD, CKS, KCNA, AWS Machine Learning - Specialty, Data Analytics - Specialty, Solutions Architect - Professional, Developer - Associate, NVIDIA AI Infrastructure and Operations,
• Deep understanding of specific cloud platforms and services
• Experience with automation tools and scripting languages
• Demonstrated ability to analyze complex technical issues and develop effective solutions
• Proven ability to mentor, train, and onboard colleagues
• 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

About the company

Crusoe is a vertically integrated AI infrastructure company that owns and operates each layer of the stack to power AI workloads. The company uses an energy-first approach to make AI infrastructure better for the world and faster for innovators.