Senior Support Engineering Manager — AI Cloud

Crusoe; United States; On-site; USD 205,000 - 250,000; Full time

Benefits offered by this job

Competitive compensation and equity

Health insurance

Paid time off

401(k) Retirement plan

Parental leave

Job summary

Crusoe Cloud is hiring a Senior Manager, Customer Support to lead a high-performing team delivering technical depth for enterprise customers. You will mentor engineers, shape processes for complex issue resolution, and collaborate across Engineering, Success and Product teams to elevate the Crusoe customer experience.

You will partner with stakeholders to understand AI workloads, drive improvements, and ensure scalable, reliable support for a rapidly growing customer base in a cloud/HPC

Qualifications

• BS in Computer Science or related field or equivalent experience with advanced degree.
• 6+ years 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 cloud infrastructure, including Kubernetes, GPU compute, AI/ML, and HPC.
• Proven track record coordinating multiple teams on long-running projects with visibility to senior stakeholders.
• Passionate about improving customer experience through well-designed, technically sound solutions.
• Comfortable representing customer needs in Engineering discussions and advocating for supportability.
• Excellent leadership, influencing and stakeholder management skills.
• Strong verbal and written communication, able to present complex technical information.
• Experience in fast-paced, hypergrowth organizations and with global teams.

Responsibilities

• Hire, lead and develop a team of Support Engineers focused on technical depth and enterprise customers.
• Provide coaching and support career development for direct reports.
• Build scalable processes for diagnosing and resolving complex issues (integrations, APIs, analytics, product performance).
• Create internal tools and workflows to increase efficiency and consistency.
• Use customer feedback to improve team effectiveness and outcomes.
• Collaborate with Solutions Engineering, Customer Success, Reliability, Sales and Product Engineering to enhance the Crusoe experience.
• Engage key customers to understand workloads and future requirements to improve services.
• Define and monitor KPIs to evaluate team performance.
• Communicate clearly with team, stakeholders and customers.

Skills

Leadership

Customer focus

Cloud technologies

Communication

Strategic thinking

Education

B.S. in Computer Science or related

Tools

Kubernetes

GPU compute

Cloud platforms

Job description

Crusoe Cloud is hiring a Senior Manager, Customer Support to lead a high-performing team delivering technical depth for enterprise customers. You will mentor engineers, shape processes for complex issue resolution, and collaborate across Engineering, Success and Product teams to elevate the Crusoe customer experience.

You will partner with stakeholders to understand AI workloads, drive improvements, and ensure scalable, reliable support for a rapidly growing customer base in a cloud/HPC