Head of Customer Engineering

The role

You will lead a highly technical Customer Engineering team responsible for technical support and customer escalations. You will partner with Product and Engineering to translate customer feedback into product improvements.

What you will do

• 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.
• Build robust reporting and analytics to identify recurring customer challenges and measure operational performance.
• Partner closely with Product Management and Engineering to communicate customer pain points and influence product improvements.
• 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, and operational improvements.
• Encourage the team to contribute tooling, automation, documentation, and product improvements.
• Contribute as a key member of the Field and Customer Engineering leadership team to shape customer experience strategy.

Required qualifications

• 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 have

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

Benefits

• Competitive salary and equity
• health/dental/vision coverage (many plans up to 99% employer-covered)
• flexible time off
• paid parental leave
• mental health support

About the company

Anyscale is commercializing Ray, a popular open-source project for scalable machine learning. The company is backed by Andreessen Horowitz, NEA, and Addition, with $250+ million raised to date.