Manager, Customer Support Engineering (5pm-2am EST)

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Written by AI from the job title and company, not by CoreWeave, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Manager, Customer Support Engineering at CoreWeave is a pivotal role, responsible for overseeing and guiding the customer support engineering team during evening hours (5pm-2am EST). This position involves ensuring the efficient resolution of customer issues, enhancing team performance, and fostering a collaborative environment focused on proactive customer engagement. The manager will provide technical expertise, lead initiatives to improve service quality, and work closely with other departments to align on customer needs and feedback, which will contribute to CoreWeave's success in delivering exemplary support services.

Job Responsibilities

• Lead and manage the customer support engineering team, ensuring effective coverage and performance during assigned hours.
• Develop and implement strategies to enhance customer support processes and improve resolution times.
• Monitor team performance metrics and provide regular feedback and coaching to team members.
• Collaborate with product and engineering teams to troubleshoot complex issues affecting customers.
• Create and maintain comprehensive documentation for troubleshooting procedures and frequently asked questions.
• Conduct regular training sessions for staff to update them on new products, technologies, and support practices.
• Act as a point of escalation for complex customer issues and ensure timely resolution.
• Gather and analyze customer feedback to inform product improvements and support strategies.
• Participate in the hiring and onboarding process for new team members.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related field.
• Minimum of 5 years of experience in customer support or technical support roles, with at least 2 years in a management position.
• Strong technical knowledge of software, cloud-based services, and networking concepts.
• Excellent problem-solving skills and the ability to work effectively under pressure.
• Exceptional communication and interpersonal skills.
• Experience with project management tools and methodologies.
• Proficiency in data analysis and reporting tools.

Technologies & Tools

This position utilizes various technologies and tools, including but not limited to customer relationship management (CRM) software, ticketing systems (like JIRA or Zendesk), cloud services (such as AWS or Microsoft Azure), and collaboration tools (including Slack and Microsoft Teams). Familiarity with monitoring and performance analytics tools will also be essential for tracking team metrics and ensuring exceptional service delivery.

Ideal Candidates

The ideal candidate for the Manager, Customer Support Engineering position is a dynamic leader who demonstrates a strong commitment to customer service excellence. They possess a blend of technical proficiency and leadership skills, fostering a team culture that values collaboration and innovation. A proactive mindset and the ability to adapt to a fast-paced environment, along with remarkable communication skills, are essential qualities for effectively addressing customer concerns and driving team success. Additionally, they should be passionate about technology and eager to contribute to the growth and improvement of CoreWeave's support services.