Lead and develop a team of Customer Success Engineers supporting strategic enterprise customers across cloud infrastructure and AI/ML workloads. Drive operational excellence, technical depth, and automation initiatives while ensuring 24x7 support coverage and high customer satisfaction. Requires 5+ years of technical support experience, 2+ years of people management, and deep expertise in AI/ML, GPU infrastructure, and cloud platforms.
Key Highlights
Lead and mentor a high-performing CSE team for strategic enterprise customers
Own 24x7 support operations, escalation protocols, and SLA adherence
Serve as Voice of Customer to Product and Engineering for AI/ML and cloud improvements
Drive automation and tooling to enhance support efficiency and scalability
Key Responsibilities
Lead, hire, train, mentor, and develop a high-performing team of Customer Success Engineers
Own end-to-end support operations including queue management, escalations, and shift planning
Act as ultimate point of technical escalation for largest strategic enterprise customers
Design and implement customized support plans, SLAs, and escalation pathways
Serve as Voice of Customer to Product and Engineering teams
Own development and maintenance of SOPs, escalation runbooks, and knowledge base content
Contribute to vision for AI and automation within support operations
Foster culture of continuous learning and technical expertise development
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Technical Skills Required
Cloud infrastructure
AI/ML operations
Python
GPU infrastructure
Kubernetes
Databases
Benefits & Perks
Remote work
Equity compensation
Bonus potential
LinkedIn Learning access
Conference reimbursement
Flexible time off
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Nice to Have
Hands-on experience with ML frameworks (TensorFlow, PyTorch, Scikit-learn)
Experience with major cloud platforms (AWS, Google Cloud, Azure)
Bachelor's or Master's degree in Computer Science, Data Science, Engineering, or related field
ITIL or equivalent service management certification
Job Description
Dive in and do the best work of your career at DigitalOcean. Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you’ll find your place here. We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world.We are looking for a who is passionate about delivering exceptional support experiences and building high-performing teams.As a
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