The opportunity
Runpod is the AI Developer Cloud. More than one million developers, from indie researchers to teams running frontier models in production, use Runpod to experiment, train, fine-tune, deploy, and scale AI on one platform.
What you'll do
Lead and scale both the FDE and Technical Support teams, defining engagement: models, operating standards, headcount plans, and career development frameworks for each function
Own the FDE engagement lifecycle: technical discovery, environment assessment, solution architecture, PoC validation, and deployment guidance. Engage Sales at the right moments and ensure FDE coverage goes to the customers where it drives the most value
Set the standard for how FDEs operate: trusted advisors first, hands-on contributors where the situation calls for it, working through and alongside Product Engineering rather than as an independent delivery team
Own the field feedback loop by synthesizing patterns from FDE engagements and: support escalations into clear, prioritized product input that directly shapes Runpod's roadmap
Run Technical Support across all tiers (Tier 1–3) with defined SLA/SLO: frameworks, CSAT and TTR targets, escalation paths, and a developer-first knowledge base that scales self-service and reduces inbound volume
Drive operational discipline across the stack: Zendesk for support operations, HubSpot for customer health, Linear for engineering escalations, and Notion for internal knowledge and FDE documentation
What they're looking for
- Partner with Sales, Account Management, Product, and Engineering on pre-sales: strategy, QBRs, escalations, and roadmap alignment. This role is a cross-functional connector, not a siloed function
- + years in technical customer-facing roles: solutions engineering, field engineering, or a hybrid FDE function, with at least 4 years leading a team in a high-growth cloud infrastructure, SaaS, or AI/ML company
- Deep technical fluency in GPU compute and AI/ML infrastructure; hands-on: coding ability (Python, Docker/Kubernetes) is expected. This leader should be able to do the work, not just manage it
- Demonstrated experience building or leading a technical engagement function: that spans pre- and post-sales, with clear ownership of solution architecture and customer technical outcomes
