Manager, Customer Support Engineering

About the role:

As the Customer Support Engineering Team Manager at CoreWeave, you will lead a pivotal segment of our Customer Success organization. This role is central to our mission of delivering exceptional high-performance cloud computing services. You will be responsible for building and maintaining a highly skilled 24/7 support team, and supporting them in addressing our clients' complex technical needs with expertise, efficiency, and empathy. This is an exciting opportunity to drive the success and growth of both our team and our cutting-edge cloud technology services.

Wondering if you’re a good fit? We believe in investing in our people, and value candidates who can bring their own diversified experiences to our teams – even if you aren't a 100% skill or experience match. Here are a few qualities we’ve found compatible with our team. If some of this describes you, we’d love to talk. 

• You have at least 3 years of experience with building and managing a 24/7 technical support team in a cloud operations environment.
• You have a strong background in Linux, containerization technologies, and Kubernetes. You understand virtualization and cloud computing concepts.
• You have some experience with Infrastructure as it relates to Data Center Operations.
• You’re interested in playing a key role in talent acquisition and retention. This includes diligent performance management and coaching/developing your team according to their individual needs.
• You’ve developed training programs for new hires and ongoing professional development opportunities for your team members.
• You like the idea of serving as a technical escalation point and ensuring the highest quality of support. You have experience with Implementing quality assurance measures.
• You can carefully assess CoreWeave’s customer support structure, considering different client tiers, to establish distinct support responsibilities, boundaries, and Service Level Agreements (SLAs) for each category. You’ve done something similar. 
• You’re practiced in communicating with clients during critical incidents, and effectively resolving conflicts when they arise.
• You’re strategic about tracking and reporting KPIs, with a focus on team performance and customer satisfaction. You’ve played a big part in the strategic planning for a team’s growth and scalability.
• You like the idea of working with other departments to align on technical escalations, live incidents, customer needs, and feedback.
• Leadership & Communication: Demonstrated leadership ability and excellent communication skills.
• Problem-Solving & Adaptability: Robust problem-solving skills and adaptability in a fast-paced environment.
• Project Management: Experience with project management tools and methodologies.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $130,000-$160,000 annually. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.