Senior Manager, Customer Support

About the role

Crusoe Cloud is revolutionizing high-performance computing by offering sustainable, low-cost GPU compute power. As a Senior Manager, Customer Support, 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.

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
• Create 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

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
• Comfortable working in a fast-paced, dynamic organization experiencing hypergrowth
• Experience working with global teams

Qualifications

• 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
• A strong interest in contributing to a more sustainable future through technology

Skills

• Problem-Solving Abilities
• Collaboration and Mentorship
• Pasion for Sustainability

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
• Mental health & wellness support
• Commuter benefits (parking & transit)
• Cell phone stipend
• 401(k) Retirement plan with company match up to 4% of salary
• Volunteer time off
• Global travel insurance & emergency assistance
• Daily meals allowance
• Additional perks & programs specific to location

Compensation

Compensation will be paid in the range of up to $205,000 to $250,000 + Bonus. Restricted Stock Units are included in all offers. Compensation to be determined by the applicants knowledge, education, and abilities, as well as internal equity and alignment with market data.

Equal Opportunity Employer

Crusoe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/ orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.