Head of Customer Engineering
Core
Lead a technical team providing support, escalations, and feedback loops for customers running production AI workloads on Anyscale's Ray platform.
Role type
Senior IC engineering leader (Head of Customer Engineering)
Builds
Customer support operations, self-service tools, diagnostics, and product feedback integration for AI infrastructure
Domain
AI/ML infrastructure, distributed computing, cloud platforms
Deliverable
client delivery | infrastructure
Required skills
technical leadership, operational excellence, cross-functional partnership, data-driven decision making, complex debugging, root-cause analysis, team coaching, product influence
Preferred skills
experience with Ray or distributed computing frameworks, AI/ML infrastructure support, open-source community engagement, Series C/D startup experience
Technologies
Ray, Kubernetes, distributed systems, cloud infrastructure
Responsibilities
Lead a high-performing Customer Engineering team responsible for technical support and escalations; Own operational health metrics including satisfaction and response times; Coach and mentor highly technical engineers; Build reporting and analytics to identify recurring challenges; Partner with Product and Engineering to translate customer pain points into product improvements; Guide the team through complex debugging and root-cause analysis for distributed systems and AI workloads; Drive initiatives to reduce repeat issues via automation and documentation; Contribute to shaping the company's customer experience strategy
Seniority
Senior, hands-on IC with leadership scope
