Customer Support Engineering Manager, Crusoe Energy Systems

• The ideal candidate is a highly motivated and experienced technical professional with a passion for customer success, a deep understanding of cloud technologies, and a commitment to Crusoe's values
• 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
• Demonstrated experience within a fast-paced, dynamic organization experiencing hypergrowth
• Experience working with global teams

Desirable

• Crusoe Cloud is revolutionizing high-performance computing by offering sustainable, low-cost GPU compute power. As a Customer Support Engineering Manager, 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
• You will be involved in exciting projects, working with cutting-edge technologies and collaborating with a talented team to solve complex challenges
• This is a full-time position
• You are invited to join and lead the Crusoe Customer Support Team full of highly talented, driven team members who care deeply about the success of our customers
• One of our key priorities is to scale our Support Team’s ability to resolve deeply technical issues and support complex customers and workflows. That’s why we’re searching for a Support Engineering Manager to grow and shape the future of Support Engineering at Crusoe
• This role is not a traditional Support Manager position. We’re looking for someone who has technical depth, is confident diving into complex systems, and can mentor others on complex problem solving
• 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
• Build 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