Manager, Technical Support Engineer

About the role

The Customer Experience (CX) Organization at CoreWeave is dedicated to ensuring every client running AI workloads at scale has a seamless, reliable, and high-performance experience. This team supports the infrastructure that powers the AI revolution—working across data centers, hardware systems, and customer workloads to maintain the integrity of our cloud platform. The CX organization aligns closely with the internal and customer engineering teams, offering valuable insights from the field and having the chance to contribute to the CoreWeave product roadmap and development.

Responsibilities

• Lead daily support operations, triaging incidents and driving escalations.
• Oversee the resolution of infrastructure-related incidents, escalation management, and collaborating with internal teams to deliver effective solutions.
• Improve support processes to enhance efficiency and reduce downtime, ensuring the infrastructure meets client expectations.
• Work closely with product, infrastructure, and other teams to ensure seamless delivery of infrastructure resources.
• Manage client communication during escalations and issue resolution to ensure transparency and client satisfaction.
• Mentor team members, developing their skills to manage and maintain critical infrastructure effectively.

Requirements

• 5+ years of experience leading teams responsible for infrastructure support, data center operations, or physical compute environments.
• Hands-on experience with Linux system administration and command-line tools.
• Familiarity with hardware-level diagnostics, troubleshooting, and replacement (servers, power, cabling, etc.).
• Experience working with high-performance rack-scale hardware, including CPU and GPU-based compute nodes.
• Understanding of GPU infrastructure (e.g., NVIDIA A100/H100s, PCIe/NVLink, liquid cooling) or a demonstrated ability to quickly learn and adapt to HPC environments.
• Proven track record in incident and escalation management, with direct ownership of client or production-impacting issues.
• Experience managing ticket-based workflows (Jira, Zendesk, etc.) in a high-urgency technical environment.
• Comfortable interpreting and acting on metrics (MTTR, SLOs, backlog, ticket trends) to drive operational improvements.
• Skilled in managing scheduling, shift coverage, and team logistics in 24/7 or hybrid support models.
• Travel up to 30% annually.

Qualifications

• Preferred Experience managing infrastructure support teams in high-growth or rapidly evolving environments.
• Proven ability to develop and implement operational processes that scale with business needs.
• Strong familiarity with server and GPU hardware lifecycle management: deployment, maintenance, thermal/power concerns, RMA coordination, and decommissioning.
• Demonstrated success in coaching and growing technical teams through training, mentorship, and performance development.
• Skilled in both developing and interpreting metrics to drive accountability, continuous improvement, and executive visibility.
• Familiarity with AI/ML workloads, cluster utilization patterns, or the infrastructure needs of GPU-heavy clients is a plus.

Skills

• Linux system administration and command-line tools.
• Hardware-level diagnostics, troubleshooting, and replacement (servers, power, cabling, etc.).
• High-performance rack-scale hardware, including CPU and GPU-based compute nodes.
• GPU infrastructure (e.g., NVIDIA A100/H100s, PCIe/NVLink, liquid cooling).
• Ticket-based workflows (Jira, Zendesk, etc.) in a high-urgency technical environment.
• Metrics interpretation and operational improvements.
• Team leadership and mentoring.
• AI/ML workloads, cluster utilization patterns, or the infrastructure needs of GPU-heavy clients.

Benefits

• Medical, dental, and vision insurance - 100% paid by CoreWeave.
• Company-paid Life Insurance.
• Voluntary supplemental life insurance.
• Short and long-term disability insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• Tuition Reimbursement.
• Ability to participate in Employee Stock Purchase Program (ESPP).
• Mental Wellness Benefits through Spring Health.
• Family-Forming support provided by Carrot.
• Paid Parental Leave.
• Flexible, full-service childcare support with Kinside.
• 401(k) with a generous employer match.
• Catered lunch each day in our office and data center locations.
• A casual work environment.
• A work culture focused on innovative disruption.

Pay

The base salary range for this role is $198,000 to $264,000. The starting salary will be determined based on job-related knowledge, skills, experience, and market location. We strive for both market alignment and internal equity when determining compensation.

Schedule

CoreWeave offers a flexible schedule to accommodate the needs of our employees. This role is expected to travel up to 30% annually.