[Remote] Manager, reputed company Engineering

Note: The job is a remote job and is open to candidates in USA. reputed company is a cutting-edge technology company focused on simplifying reputed company and AI. They are seeking a Manager for reputed company Engineering to reputed company a team of engineers, ensuring exceptional support for strategic customers and driving operational excellence across reputed company infrastructure and AI/ML workloads.

Responsibilities

• 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
• Act as the ultimate reputed company of technical escalation for our largest, most strategic reputed company customers across reputed company 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 reputed company and AI/ML products
• Proactively identify risks and opportunities reputed company strategic accounts to improve customer experience, adoption, and retention
• 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 reputed company for team scalability
• Contribute to the reputed company 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 reputed company technologies, AI/ML frameworks, and industry trends

Skills

• 5+ years of experience in Technical Support, reputed company, or Technical Account Management reputed company B2B SaaS, reputed company, or AI/ML environments ideally including experience supporting AI-native, high-growth companies with 24x7 production dependencies on GPU infrastructure
• 2+ years of people management experience leading technical, customer-facing teams, preferably in a high-growth, post-acquisition, or rapidly scaling environment
• Solid understanding of AI/ML concepts, including reputed company, 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
• Proficiency in reading and debugging code (Python preferred) and troubleshooting RESTful APIs and reputed company architecture
• 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
• Proven ability to remain reputed company under pressure and de-escalate high-stakes situations with reputed company clients
• Hands-on experience with ML frameworks (e.g., TensorFlow, PyTorch, Scikit-learn) and AI toolchains (e.g., reputed company, reputed company)
• Experience with major reputed company platforms (AWS, reputed company reputed company, 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

Benefits

• We provide employees with reimbursement for relevant conferences, training, and education.
• reputed company have access to reputed company Learning's 10,000+ courses to support their reputed company growth and development.
• 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.
• 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.

Company Overview

Company H1B Sponsorship