Senior Manager, Customer Support

Responsibilities

• Hire, lead, and develop a team of Support Engineers focused on technical depth and problem-solving
• Provide coaching, feedback, and career development for direct reports
• Build scalable processes for diagnosing complex issues related to APIs, integrations, and product performance
• Create internal tools and workflows to improve team efficiency
• Use data from escalations and customer feedback to recommend product and process improvements
• Collaborate with Solutions Engineering, Customer Success, Sales, and Product Engineering
• Engage directly with key customers to understand AI workloads and pain points
• Define and monitor KPIs to evaluate team performance

Requirements

• B.S. in Computer Science or a related technical discipline, or equivalent experience
• 6+ years of experience in Software Engineering, Technical Support Engineering, DevOps, Systems Engineering, or Solutions Architecture
• 2+ years in a leadership role within a high-growth environment
• Deep understanding of cloud infrastructure, Kubernetes, GPU compute, AI/ML, and high-performance computing
• Proven track record of coordinating complex projects with senior stakeholders
• Excellent verbal and written communication skills
• Experience working with global teams

Preferred Qualifications

• Certifications such as CKA, CKAD, CKS, AWS Machine Learning, or NVIDIA AI Infrastructure
• Deep expertise in specific cloud platforms and services
• Proficiency with automation tools and scripting languages
• Experience in fast-paced, hypergrowth organizations

Benefits

• Competitive compensation and equity packages (RSUs)
• Comprehensive health, dental, and vision insurance
• 401(k) retirement plan with up to 4% company match
• Paid parental leave and volunteer time off
• Professional development and tuition reimbursement
• Daily meals allowance and cell phone stipend
• Mental health and wellness support