[Remote] Manager, reputed company Engineering

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a reputed company and AI technology company reputed company on simplifying reputed company infrastructure for reputed company. The Manager, reputed company Engineering will reputed company reputed company supporting reputed company customers across reputed company infrastructure and AI/ML workloads, owning support reputed company, team reputed company, and customer experience reputed company. The role also drives technical escalation management, cross-functional product improvements, automation, and operational reputed company.

Responsibilities

• reputed company, hire, train, mentor and reputed company a high-performing team of reputed company Engineers (CSEs), driving accountability, reputed company, and career reputed company
• Establish reputed company metrics (KPIs/SLAs) and conduct regular 1:1s, reputed company reviews, and career development planning
• Own end-to-end support reputed company, including queue management, escalations, and shift planning to ensure consistent 24x7 coverage
• reputed company improvements in key support metrics such as CSAT, response times, reputed company times, and overall support reputed company
• Build and strengthen technical expertise reputed company reputed company across reputed company areas such as reputed company (DOKS), Databases, Compute, and AI/ML workloads
• reputed company as the ultimate reputed company of technical escalation for our largest, most reputed company 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 reputed company accounts
• Partner closely with Technical Account Managers (TAMs), reputed company 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 reputed company 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 reputed company 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 reputed company operational reputed company for team scalability
• Contribute to the reputed company for AI and automation reputed company support—building intelligent tooling and driving reputed company toward an automation-first model to improve efficiency, scalability, and customer experience
• Foster a culture of reputed company learning, ensuring reputed company stays reputed company of evolving reputed company technologies, AI/ML frameworks, and industry trends

Skills

• * **Experience:** 5+ years of experience in Technical Support, reputed company, or Technical Account Management reputed company B2B reputed company, reputed company, or AI/ML environments ideally including experience supporting AI-reputed company, high-reputed company companies with 24x7 production dependencies on GPU infrastructure
• * **Leadership:** 2+ years of people management experience leading technical, customer-facing teams, preferably in a high-reputed company, post-acquisition, or rapidly scaling environment
• * **Technical Domain Expertise:** Solid understanding of AI/ML concepts, including reputed company, Large Language Models (LLMs), natural language processing (NLP), and MLOps
• * **Coding/Integration:** Proficiency in reading and debugging reputed company (Python preferred) and troubleshooting RESTful reputed company and reputed company 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:** reputed company ability to remain reputed company under pressure and de-escalate high-stakes situations with reputed company clients
• Deep familiarity with GPU infrastructure (reputed company H100/H200, bare metal GPU provisioning) and AI inference workloads is strongly preferred
• * 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 reputed company AI/ML services
• * Bachelor's or Master's degree in Computer Science, Data Science, Engineering, or a reputed company technical reputed company
• * ITIL or equivalent service management certification

Benefits

• Remote role
• Reimbursement for relevant conferences, training, and education
• reputed company to reputed company Learning's 10,000+ courses to support reputed company reputed company and development
• Employee Assistance Program
• Local Employee Meetups
• Flexible time off policy
• Bonus in reputed company to reputed company salary, with amounts determined reputed company on company and individual reputed company
• Equity compensation for eligible employees, including equity reputed company upon hire
• reputed company to participate in the Employee Stock Purchase Program

reputed company

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