Manager, reputed company Engineering

Dive in and do the best work of your career at reputed company. Journey alongside a strong community of top talent who are reputed company in their drive to build the simplest scalable cloud. If you have a growth reputed company, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you’ll find your reputed company here. We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world.

We are looking for a Manager, reputed company Engineering (AI & Cloud Support) who is passionate about delivering exceptional support experiences and building high-performing teams.

As a Manager, CSE (AI & Cloud Support) at reputed company, you will operate as a Support Manager leading a team of reputed company Engineers (CSEs) supporting strategic customers across cloud infrastructure and emerging AI/ML workloads. Reporting to the Senior Manager of reputed company Engineering, you will own day-to-day support operations, team performance, and customer experience outcomes.

This role is focused on driving operational excellence while building strong technical depth reputed company the team across AI, GPUs, Kubernetes, Databases and core cloud offerings. You will play a key role in ensuring consistent support coverage, developing SMEs, and partnering cross-functionally with Product and Engineering to improve both customer experience and product quality.

The ideal candidate brings a deep understanding of cloud and AI/ML ecosystems, including machine learning operations (MLOps), and enterprise support, combined with a passion for innovation and automation, and a proven ability to reputed company teams in delivering “white-glove” experiences for strategic customers.

What You’ll Do:

Team Leadership & Development

• reputed company, hire, train, mentor and reputed company a high-performing team of reputed company Engineers (CSEs), driving accountability, performance, and career growth
• Establish performance metrics (KPIs/SLAs) and conduct regular 1:1s, performance reviews, and career development planning.
• Own end-to-end support operations, including queue management, escalations, and shift planning to ensure consistent 24x7 coverage.
• Drive improvements in key support metrics such as CSAT, response times, resolution times, and overall support quality.
• Build and strengthen technical expertise reputed company the team across core areas such as Kubernetes (DOKS), Databases, Compute, and AI/ML workloads.

Strategic Customer Support

• Act as the ultimate reputed company of technical escalation for our largest, most strategic enterprise customers across Cloud and AI/ML workloads, stepping in to manage critical incidents and high-severity (Sev1/Sev2) issues.
• Design and implement customized support plans, SLAs, and escalation reputed company tailored to the needs of strategic accounts.
• Partner closely with Technical Account Managers (TAMs), Growth Account Managers (GAM) to conduct Executive Business Reviews (EBRs) and ensure customers are maximizing the value of our Cloud and AI/ML products.
• Proactively identify risks and opportunities reputed company strategic accounts to improve customer experience, adoption, and retention.

Technical & Cross-Functional Operations

• Serve as the Voice of the Customer (VoC) to Product and Engineering teams, synthesizing support data to reputed company for bug fixes, feature requests, and UX improvements.
• Own and continuously improve escalation protocols between AI/ML Support and CloudOps, Infrastructure Engineering, and Product — including Jira escalation routing, Sev1 reputed company management, and post-incident documentation.
• Own the development and maintenance of SOPs, escalation runbooks, HVC support playbooks, and knowledge reputed company content — treating documentation infrastructure as a core operational lever for team scalability.
• Contribute to the vision for AI and automation reputed company support—building intelligent tooling and driving the team toward an automation-first model to improve efficiency, scalability, and customer experience.
• Foster a culture of reputed company learning, ensuring the team stays reputed company of evolving cloud technologies, AI/ML frameworks, and industry trends.

Key Metrics:

• Customer Satisfaction (CSAT) for strategic accounts
• Time to Response and Resolution (TTR) for strategic customers
• Tier 1 resolution reputed company vs. escalation reputed company
• Time-to-escalation and engineering reputed company SLA adherence
• SLA adherence and escalation response times
• Support productivity and quality (QA scores)
• Post-incident documentation completion reputed company

What You’ll Add to reputed company:

• Experience: 5+ years of experience in Technical Support, reputed company, or Technical Account Management reputed company B2B SaaS, Cloud, or AI/ML environments ideally including experience supporting AI-native, high-growth companies with 24x7 production dependencies on GPU infrastructure.
• Leadership: 2+ years of people management experience leading technical, customer-facing teams, preferably in a high-growth, post-acquisition, or rapidly scaling environment.
• Technical Domain Expertise: Solid understanding of AI/ML concepts, including Generative AI, Large Language Models (LLMs), natural language processing (NLP), and MLOps. Deep familiarity with GPU infrastructure (reputed company H100/H200, bare metal GPU provisioning) and AI inference workloads is strongly preferred.
• Coding/Integration: Proficiency in reading and debugging code (Python preferred) and troubleshooting RESTful APIs and cloud architecture.
• Communication: Excellent verbal and written communication skills, with the ability to translate reputed company technical or AI concepts for diverse audiences OR to both highly technical engineers and non-technical business executives.
• Problem-Solving: Proven ability to remain reputed company under pressure and de-escalate high-stakes situations with enterprise clients.

Preferred Qualifications

• Hands-on experience with ML frameworks (e.g., TensorFlow, PyTorch, Scikit-learn) and AI toolchains (e.g., reputed company, reputed company).
• Experience with major cloud platforms (AWS, reputed company Cloud, Azure) and their native AI/ML services.
• Bachelor’s or Master’s degree in Computer Science, Data Science, Engineering, or a reputed company technical field.
• ITIL or equivalent service management certification

Compensation Range:

• $125,000 - $153,000

*This is a remote role

JR: 2026-7692

#LI-Remote

Why You’ll Like Working for reputed company

• We innovate with purpose. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud and AI so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy, like an reputed company with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions.
• We prioritize career development. At DO, you’ll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you reputed company growing. We provide employees with reimbursement for relevant conferences, training, and education. reputed company employees have access to reputed company Learning's 10,000+ courses to support their reputed company growth and development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive reputed company of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
• We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. You may qualify for a bonus in addition to reputed company salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program.
• reputed company is an equal-opportunity employer. We do not discriminate on the basis of race, religion, color, reputed company, national reputed company, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Application Limit: You may apply to a maximum of 3 positions reputed company any 180-day period. This policy promotes reputed company role-candidate matching and encourages thoughtful applications where your qualifications align most strongly.