Senior Manager, Customer Support

You will lead and develop a team of Support Engineers, coach direct reports, build scalable processes for diagnosing complex issues, create internal tools and workflows, analyze escalation data, collaborate with cross-functional stakeholders, engage key customers, monitor KPIs, and communicate technical information clearly.

Responsibilities

• Hire, lead, and develop a team of Support Engineers
• Coach and provide feedback to direct reports
• Build processes for diagnosing and resolving complex issues involving integrations, APIs, analytics, and product performance
• Create internal tools and workflows
• Use escalation and customer feedback data to improve team effectiveness and customer outcomes
• Collaborate with Solutions Engineering, Customer Success, Reliability, Sales, and Product Engineering
• Engage key customers to understand workloads, pain points, and requirements
• Define and monitor team performance KPIs
• Communicate with team members, stakeholders, and customers

Requirements

• B.S. in Computer Science or a related technical discipline, or equivalent experience with an advanced degree in a related field
• 6+ years of experience in Software Engineering, Technical Support Engineering, DevOps, Systems Engineering, Solutions Architecture, or similar technical customer-facing roles
• 2+ years of experience in a leadership role within a high-growth environment
• Deep understanding of cloud infrastructure, Kubernetes, GPU compute, AI/ML, and high-performance computing
• Experience organizing and coordinating multiple teams on complex projects
• Experience advocating for customer needs and supportability
• Strong leadership, stakeholder engagement, verbal communication, and written communication skills
• Experience in a fast-paced, hypergrowth organization
• Experience working with global teams
• Experience with cloud platforms and services, automation tools, or scripting languages

Benefits

• Competitive compensation and equity packages
• Restricted Stock Units
• Paid time off
• Paid holidays and leave of absence programs
• Comprehensive health, dental and vision insurance
• Employer HSA contributions
• Paid parental leave
• Paid life insurance
• Short-term and long-term disability insurance
• Professional development and tuition reimbursement
• Mental health and wellness support
• Commuter benefits
• Cell phone stipend
• 401(k) retirement plan with company match up to 4% of salary
• Volunteer time off
• Global travel insurance and emergency assistance
• Daily meals allowance
• Location-specific perks and programs