Manager, Customer Support

Summary

The job is for a Customer Support Engineering Team Manager at CoreWeave, a cloud provider offering high-performance computing services. The role requires managing a 24/7 support team, has responsibilities in areas like Linux, Kubernetes, data center operations, talent acquisition and retention, quality assurance, incident management, strategic planning, and communication with other departments.

Requirements

• At least 3 years of experience with building and managing a 24/7 technical support team in a cloud operations environment
• Strong background in Linux, containerization technologies, and Kubernetes
• Understanding of virtualization and cloud computing concepts
• Some experience with Infrastructure as it relates to Data Center Operations
• Interest in playing a key role in talent acquisition and retention
• Developed training programs for new hires and ongoing professional development opportunities for team members
• Experience as a technical escalation point and ensuring the highest quality of support
• Implementing quality assurance measures
• Assessing CoreWeave’s customer support structure, considering different client tiers, to establish distinct support responsibilities, boundaries, and Service Level Agreements (SLAs) for each category
• Communicating with clients during critical incidents, and effectively resolving conflicts when they arise
• Strategic about tracking and reporting KPIs, with a focus on team performance and customer satisfaction
• Played a big part in the strategic planning for a team’s growth and scalability
• Working with other departments to align on technical escalations, live incidents, customer needs, and feedback

Responsibilities

• Build and maintain a highly skilled 24/7 support team
• Address clients' complex technical needs with expertise, efficiency, and empathy

Preferred Qualifications

• Demonstrated leadership ability and excellent communication skills
• Robust problem-solving skills and adaptability in a fast-paced environment
• Experience with project management tools and methodologies

Benefits

• Medical, dental and vision insurance - 100% paid for the employee
• Company paid Life Insurance
• Voluntary supplemental life insurance
• Short and long-term disability insurance
• Flexible Spending Account
• Tuition Reimbursement
• Mental Wellness Benefits through Spring Health
• Family-Forming support provided by Carrot
• Paid Parental Leave
• Flexible, full-service childcare support with Kinside
• 401(k) with a generous employer match
• Flexible PTO
• Catered lunch each day in our offices
• Weekly massages in NJ office
• A casual work environment
• Work culture focused on innovative disruption