Head of Customer Engineering
$300,000–$330,000 year
On-siteSan Francisco, California, United States
Job Summary
Lead a high-performing Customer Engineering team responsible for technical support, customer escalations, and resolving complex issues involving distributed systems, cloud infrastructure, and AI workloads. Own operational health metrics including customer satisfaction, response times, and engineering effectiveness while coaching the team to foster technical excellence and continuous improvement. Partner with Product and Engineering to translate customer pain points into systemic product improvements, drive initiatives that reduce repeat issues through automation and diagnostics, and build robust reporting to identify recurring challenges. Contribute to the Field and Customer Engineering leadership team to shape the overall customer experience strategy.
Required Qualifications
- 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
- Strong technical background with experience supporting cloud infrastructure, distributed systems, Kubernetes, AI/ML platforms, or developer infrastructure
- Demonstrated success improving the effectiveness of technical customer organizations through operational improvements, technical leadership, and strong cross-functional partnerships
- Experience partnering closely with Product Management and Engineering to communicate customer needs and influence product improvements
- Strong understanding of operational metrics and experience using data to improve customer outcomes and team performance
- Exceptional communication skills, with the ability to work effectively with customers, executives, product managers, and engineers
- Demonstrated success leading teams through complex customer escalations and technical problem solving
- Entrepreneurial mindset with a strong sense of ownership, pragmatism, and bias for execution
Desired Qualifications
- You've led a Support Engineering, Customer Engineering, Developer Experience, or Site Reliability Engineering team
- You have experience contributing software, tooling, automation, or diagnostics while working in a customer-facing engineering organization
- You have experience with Ray or other distributed computing frameworks
- You have experience supporting AI/ML infrastructure or modern cloud platforms
- You've worked at a Series C or Series D startup
- You have experience working with open-source communities or partnering closely with engineering teams to improve products based on customer feedback
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