Anyscale is looking for an experienced and hands-on engineering leader to lead our Customer Engineering team. This is a critical leadership role within our Go-To-Market organization, responsible for delivering exceptional technical support while helping ensure customer experiences directly influence the evolution of our platform
You will lead a highly technical team responsible for supporting customers running production AI workloads on Anyscale. Your team will resolve complex technical issues, manage customer escalations, and partner closely with Product and Engineering to ensure customer feedback is translated into meaningful product improvements
Success in this role requires balancing operational excellence with strong technical leadership. Beyond resolving individual customer issues, you will help the team identify recurring patterns, improve support workflows, expand customer self-service, and leverage automation, diagnostics, and engineering best practices to improve both the customer experience and the product over time. As opportunities arise, your team may also contribute tooling, documentation, automation, or occasional product fixes that help eliminate recurring sources of customer friction
This role is ideal for someone who enjoys leading highly technical engineers, working closely with customers, and partnering across Engineering and Product to continuously improve how customers adopt and operate AI infrastructure at scale
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
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