Global Head of Support Engineering and Customer Experience, Anyscale

• 8+ years of experience with 5+ years of Experience in Support Engineering or Engineering Leadership roles
• Demonstrated Experience of scaling global teams from 5 to 50+
• Hands-on experience in building out and optimizing product support functions, with a focus on reducing engineering, and product intervention
• Expertise in developing and scaling support processes, including the selection and implementation of support tools and platforms
• In-depth knowledge of the unique challenges and requirements of scaling support in a fast-paced, high-growth SaaS environment
• Exceptional written and verbal communication skills, capable of presenting complex ideas to both technical and non-technical stakeholders
• Demonstrated leadership capabilities in handling customers
• Strong understanding of AI and ML technologies and tools
• Entrepreneurial mindset and with bias for execution

Desirable

• Anyscale is looking for an experienced and hands-on leader to scale and lead a team of talented engineers focused on support and customer success
• This is a critical leadership role in our Go To Market team and will be responsible for ensuring that our customers are successful in adopting our products
• As the Global Head of Support Engineering, you will be reporting into the Head of Field and Customer Engineering
• You will be responsible for developing and executing a global strategy that drives customer satisfaction, improves operational efficiency, and scales the support team
• A key focus area would be to reduce the volume of issues requiring involvement from Engineering and Product
• You will work very closely with our engineering leaders and help prioritize product roadmaps based on customer feedback
• This is a build phase of our GTM function and requires leaders with previous experience in building Customer Support and Success teams, hands on approach and exposure to the AI/ML space
• You will establish the necessary tooling, processes, and analytics frameworks to measure and improve support performance
• You will aim to reduce the volume of issues requiring involvement from Engineering and Product
• The ideal candidate will have proven experience scaling a support organization, a data-driven mindset, and a deep understanding of the challenges and opportunities in a SaaS environment and hands on experience in the AI/ML space
• Build and Scale our Global Customer Support Organization with a culture of Customer First mentality
• Set up the Operating Model, processes and tooling to build out a scalable Global Support Organization
• Lead, mentor, and grow a talented engineering team that is focused on providing support and resolving technical issues for customers using Anyscale and Ray
• Build robust tracking and reporting systems to measure support performance, analyze trends, and implement actionable insights to continuously improve the support function
• Design ways to reduce the dependency on Product and Engineering organizations
• Provide hands-on technical leadership, guiding the team on solving complex problems, creating solutions, triaging with Engineering and interfacing with customers
• Foster a culture of technical excellence, where engineers are empowered to deepen their skills and advance their careers
• Be a part of the key Leadership team driving customer acquisition and expansion