The opportunity
At Anyscale , we're on a mission to democratize distributed computing and make it accessible to software developers of all skill levels. We’re commercializing Ray , a popular open-source project that's creating an ecosystem of libraries for scalable machine learning.
What you'll do
Lead a high-performing Customer Engineering team responsible for technical: support, customer escalations, and technical issue resolution.
Own the operational health of the Customer Engineering team, including: customer satisfaction, support quality, response times, and engineering effectiveness.
Coach and mentor a team of highly technical engineers, fostering a culture of: customer focus, technical excellence, collaboration, and continuous improvement.
Build robust reporting and analytics to identify recurring customer: challenges, measure operational performance, and drive continuous improvement.
Partner closely with Product Management and Engineering to communicate: customer pain points, identify systemic issues, and influence product improvements based on customer feedback.
Guide the team through complex debugging, root-cause analysis, and customer: escalations involving distributed systems, cloud infrastructure, and AI workloads.
What they're looking for
- Drive initiatives that reduce repeat customer issues through improved: documentation, diagnostics, automation, operational improvements, and customer enablement.
- Encourage the team to contribute tooling, automation, documentation, and,: where appropriate, product improvements that reduce long-term customer friction.
- Contribute as a key member of the Field and Customer Engineering leadership: team, helping shape Anyscale's customer experience strategy.
- + years of engineering experience, including 3–5+ years leading Support: Engineering, Customer Engineering, Developer Support, Site Reliability Engineering, or related technical teams.
