Customer Support Engineering Manager

Job Summary

Crusoe is seeking a Customer Support Engineering Manager in San Francisco, California. Lead a team of technical support engineers to deliver world‑class assistance for AI infrastructure customers.

Key Responsibilities

• Manage, mentor, and grow a high‑performing customer support engineering team.
• Develop support processes, SLAs, and knowledge‑base resources to ensure rapid issue resolution.
• Collaborate with product, engineering, and sales teams to drive product improvements based on customer feedback.
• Monitor support metrics, generate reports, and implement continuous‑improvement initiatives.
• Act as the escalation point for complex technical problems, providing hands‑on troubleshooting when needed.

Required Qualifications

• 5+ years of experience in technical support or customer engineering, with at least 2 years in a leadership role.
• Strong understanding of AI/ML workloads, cloud infrastructure, and compute hardware.
• Excellent communication skills and a proven ability to translate technical concepts for diverse audiences.
• Track record of building scalable support teams and improving operational efficiency.
• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).

Preferred Skills

• Experience with AI infrastructure platforms, GPUs, or specialized compute hardware.
• Familiarity with incident management tools (e.g., PagerDuty, ServiceNow).
• Background in scripting or automation (Python, Bash) to streamline support workflows.

Compensation & Benefits

Salary range: $144,000 – $165,000 annually, plus competitive equity, health benefits, and a flexible work environment.

Location

San Francisco, California, United States – on‑site role with occasional remote flexibility.

Frequently Asked Questions

What does a Customer Support Engineering Manager do at Crusoe?

You will lead a team of support engineers, design support processes, collaborate with product teams, and ensure fast resolution of AI infrastructure issues.

What experience is required for this role?

At least 5 years in technical support or customer engineering, including 2 years of leadership, plus knowledge of AI/ML workloads and cloud infrastructure.

What is the salary range for this position?

The annual base salary ranges from $144,000 to $165,000, plus equity and benefits.