Manager, Customer Support Engineering

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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 will play a critical role in ensuring the highest level of service quality in customer support within the engineering domain. This position requires an individual who can lead and mentor a team of engineers, drive operational excellence, and effectively coordinate with both internal and external stakeholders to solve complex technical issues. The successful candidate will be pivotal in establishing best practices and developing innovative strategies to optimize customer experience and support outcomes.

Job Responsibilities

• Lead and manage the Customer Support Engineering team, providing guidance and mentorship.
• Develop and implement processes and protocols that enhance the efficiency and effectiveness of customer support.
• Act as a primary point of contact for escalated technical support issues, ensuring timely resolutions.
• Foster collaboration between the support team and other departments to address customer needs and enhance service delivery.
• Utilize customer feedback and performance metrics to inform continuous improvement initiatives.
• Oversee the training and development of team members on systems, tools, and support methodologies.
• Prepare and present reports on team performance and customer satisfaction to senior management.
• Maintain knowledge of industry trends and technologies to drive innovation within the support team.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field; Master’s degree preferred.
• 5+ years of experience in customer support or technical support roles, with at least 2 years in a leadership position.
• Strong technical background, with proficiency in relevant technology stacks and tools.
• Exceptional problem-solving skills combined with the ability to make quick decisions under pressure.
• Excellent verbal and written communication skills, with a customer-centric approach.
• Proven experience in team management and development, demonstrating the ability to motivate and empower staff.
• Familiarity with performance metrics and their application in team management.

Technologies & Tools

The Manager, Customer Support Engineering will work with a variety of technologies and tools, including but not limited to customer relationship management (CRM) software, ticketing systems like Jira or Zendesk, incident management tools, and remote desktop applications. Familiarity with cloud platforms, APIs, and DevOps practices will also be essential to resolving customer issues efficiently.

Ideal Candidates

The ideal candidate for the Manager, Customer Support Engineering position possesses strong leadership qualities and a deep commitment to customer satisfaction. They will thrive in a dynamic environment and demonstrate resilience under pressure while maintaining a strategic mindset focused on long-term improvements. Candidates should exhibit excellent communication skills and a collaborative spirit, enabling them to build effective relationships both within the team and across the organization. A proactive attitude towards problem-solving and a passion for technology will further enhance their success in this role.