Head of Customer Engineering

Customer Engineering Team Leader

Anyscale is looking for an experienced and hands-on engineering leader to lead our Customer Engineering team. This is a critical leadership role within our Go-To-Market organization, responsible for delivering exceptional technical support while helping ensure customer experiences directly influence the evolution of our platform.

You will lead a highly technical team responsible for supporting customers running production AI workloads on Anyscale. Your team will resolve complex technical issues, manage customer escalations, and partner closely with Product and Engineering to ensure customer feedback is translated into meaningful product improvements.

This role is ideal for someone who enjoys leading highly technical engineers, working closely with customers, and partnering across Engineering and Product to continuously improve how customers adopt and operate AI infrastructure at scale.

You'll be responsible for:

• Leading a high-performing Customer Engineering team responsible for technical support, customer escalations, and technical issue resolution.
• Owning the operational health of the Customer Engineering team, including customer satisfaction, support quality, response times, and engineering effectiveness.
• Coaching and mentoring a team of highly technical engineers, fostering a culture of customer focus, technical excellence, collaboration, and continuous improvement.
• Building robust reporting and analytics to identify recurring customer challenges, measure operational performance, and drive continuous improvement.
• Partnering closely with Product Management and Engineering to communicate customer pain points, identify systemic issues, and influence product improvements based on customer feedback.
• Guiding the team through complex debugging, root-cause analysis, and customer escalations involving distributed systems, cloud infrastructure, and AI workloads.
• Driving initiatives that reduce repeat customer issues through improved documentation, diagnostics, automation, operational improvements, and customer enablement.
• Encouraging the team to contribute tooling, automation, documentation, and, where appropriate, product improvements that reduce long-term customer friction.
• Contributing as a key member of the Field and Customer Engineering leadership team, helping shape Anyscale's customer experience strategy.

We'd love to hear from you if you have:

• 8+ years of engineering experience, including 3–5+ years leading Support Engineering, Customer Engineering, Developer Support, Site Reliability Engineering, or related technical teams.
• Experience leading customer-facing engineering teams in a high-growth SaaS or infrastructure software company.
• Strong technical background with experience supporting cloud infrastructure, distributed systems, Kubernetes, AI/ML platforms, or developer infrastructure.
• Demonstrated success improving the effectiveness of technical customer organizations through operational improvements, technical leadership, and strong cross-functional partnerships.
• Experience partnering closely with Product Management and Engineering to communicate customer needs and influence product improvements.
• Strong understanding of operational metrics and experience using data to improve customer outcomes and team performance.
• Exceptional communication skills, with the ability to work effectively with customers, executives, product managers, and engineers.
• Demonstrated success leading teams through complex customer escalations and technical problem solving.
• Entrepreneurial mindset with a strong sense of ownership, pragmatism, and bias for execution.

Bonus points if:

• You've led a Support Engineering, Customer Engineering, Developer Experience, or Site Reliability Engineering team.
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