Senior Manager, Customer Support

Job description

Crusoe is on a mission to accelerate the abundance of energy and intelligence. As the only vertically integrated AI infrastructure company built from the ground up, we own and operate each layer of the stack — from electrons to tokens — to power the world's most ambitious AI workloads. When you join Crusoe, you join a team that is building the future, faster. We're in the midst of the greatest industrial revolution of our time. The demand for AI compute is boundless, and power is a bottleneck. We're solving that — with an energy-first approach that makes AI infrastructure better for the world and faster for the people innovating with AI. We're looking for problem-solving, opportunity-finding teammates with a sense of urgency, who believe in the scale of our ambition and thrive on a path not fully paved — people who want to grow their careers alongside a team of experts across energy, manufacturing, data center construction, and cloud services. If you want to do the most meaningful work of your career, help our customers and partners advance their AI strategies, and be part of a high-performing team that believes in each other, come build with us at Crusoe. About the Role: 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. 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 values. 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. What You'll Be Working On: - 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 What You'll Bring to the Team: - 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 highly technical customer-facing roles - 2+ years in a leadership role within a high-growth environment - Deep understanding of the cloud infrastructure landscape, including fundamentals of Kubernetes, GPU compute, AI/ML, and high-performance computing - Proven track record of successfully organizing and coordinating the efforts of multiple teams to deliver long-running, complex projects with visibility to senior stakeholders - Passionate about improving the customer experience through well-designed, technically sound solutions. - Comfortable representing customer needs in Engineering discussions and advocating for supportability. - Expert leadership skills with the ability to influence and engage stakeholders at all levels. - Excellent verbal and written communication skills, with a strong capacity to clearly present complex technical information - Demonstrated experience within a fast-paced, dynamic organization experiencing hypergrowth. - Experience working with global teams Bonus Points - 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. - Cloud Expertise: Deep understanding of specific cloud platforms and services. - Automation Skills: Experience with automation tools and scripting languages. - Problem-Solving Abilities: Demonstrated ability to analyze complex technical issues and develop effective solutions. - Collaboration and Mentorship: Proven ability to mentor, train, and onboard colleagues. - Passion for Sustainability: A strong interest in contributing to a more sustainable future through technology. 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 Compensation Range Compensation will be paid in the range of up to $205,000 to $250,000 + Bonus. Restricted Stock Units are included in all offers. Compensation to be determined by the applicants knowledge, education, and abilities, as well as internal equity and alignment with market data. Crusoe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/ orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.