Head of Customer Engineering
AnyscaleVisit Anyscale website
Anyscale is an AI compute platform built by Ray’s creators for distributed data processing, model training, inference, and related production AI workloads.
San Francisco, United States
About Anyscale
Anyscale provides a managed, multi-cloud platform for building, running, and governing distributed AI workloads with Ray, including data processing, training, and model serving.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead the Customer Engineering function supporting production AI workloads. You will manage escalations, guide complex technical investigations, improve support operations, and work with Product and Engineering to turn recurring customer issues into product, tooling, documentation, and automation improvements.
Requirements
- 8+ years of engineering experience
- 3–5+ years leading Support Engineering, Customer Engineering, Developer Support, Site Reliability Engineering, or related technical teams
- Experience leading customer-facing engineering teams in a high-growth SaaS or infrastructure software company
- Experience with cloud infrastructure, distributed systems, Kubernetes, AI/ML platforms, or developer infrastructure
- Experience improving technical customer organizations through operational improvements and cross-functional partnerships
- Understanding of operational metrics and data-driven customer outcomes
- Communication skills for working with customers, executives, product managers, and engineers
- Experience leading complex customer escalations and technical problem solving
Responsibilities
- Lead the Customer Engineering team responsible for technical support, escalations, and issue resolution
- Own customer satisfaction, support quality, response times, and engineering effectiveness
- Coach and mentor highly technical engineers
- Build reporting and analytics for customer challenges and operational performance
- Partner with Product Management and Engineering to influence product improvements
- Guide debugging, root-cause analysis, and customer escalations
- Reduce repeat issues through documentation, diagnostics, automation, and customer enablement
- Encourage contributions to tooling, automation, documentation, and product improvements
- Help shape the customer experience strategy
Benefits
- Stock options
- Healthcare plans with 95% employer-covered premiums
- 401k Retirement Plan
- Wellness & Education Stipend
- Paid Parental Leave
- Fertility Benefits
- Paid Time Off
- Commute reimbursement
- In-office lunch
