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
