Senior Manager of Customer Support

• 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
• 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

• Health & wellbeing:
  Comprehensive health benefits designed to support your overall wellness
• Time away:
  Paid time off for vacations, family bonding, and unexpected needs
• 401(k) match:
  Build your financial future with our 401(k) matching program
• Mental wellness:
  Resources and support for your emotional wellbeing and navigating life’s challenges

Demonstrated experience within a fast-paced, dynamic organization experiencing hypergrowth

Certifications:

CKA, CKAD, CKS, KCNA, AWS Machine Learning
- Specialty, Data Analytics
- Specialty, Solutions Architect
- Professional, Developer
- Associate, NVIDIA AI Infrastructure and Operations, Generative AI and LLMs, Generative AI Multi-modal, Infiniband, Linux Foundation IT Associate, System Administrator Experience working with global teams

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 values2+ years in a leadership role within a high-growth environment6+ years of experience in Software Engineering, Technical Support Engineering, Dev Ops, Systems engineering, Solutions architecture or similar highly technical customer-facing roles

Comfortable representing customer needs in Engineering discussions and advocating for supportability

Collaboration and Mentorship:
Proven ability to mentor, train, and onboard colleagues

Cloud Expertise:
Deep understanding of specific cloud platforms and servicesB.S. in Computer…