Customer Support Engineering Manager

Role description

Crusoe is a vertically integrated AI infrastructure company that owns and operates each layer of the stack — from electrons to tokens — to power the world's most ambitious AI workloads. We're looking for a Customer Support Engineering Manager to lead the Crusoe Customer Support Team and scale our Support Team's ability to resolve deeply technical issues and support complex customers and workflows.

Requirements

• 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

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
• Professional development & tuition reimbursement
• 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