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

CoreWeave is a specialized cloud provider, delivering a massive scale of GPU compute resources on top of the industry’s fastest and most flexible infrastructure. CoreWeave builds cloud solutions for compute intensive use cases — VFX and rendering, machine learning and AI, batch processing, and Pixel Streaming — that are up to 35 times faster and 80% less expensive than the large, generalized... public clouds. Learn more at www.coreweave.com.

About the role:

As the Customer Support Engineering Team Manager at CoreWeave, you will lead a pivotal segment of our Customer Success organization. This role is central to our mission of delivering exceptional high-performance cloud computing services. You will be responsible for building and maintaining a highly skilled 24/7 support team, and supporting them in addressing our clients' complex technical needs with expertise, efficiency, and empathy. This is an exciting opportunity to drive the success and growth of both our team and our cutting-edge cloud technology services.
• You have at least 3 years of experience with building and managing a 24/7 technical support team in a cloud operations environment.
• You have a strong background in Linux, containerization technologies, and Kubernetes. You understand virtualization and cloud computing concepts.
• You have some experience with Infrastructure as it relates to Data Center Operations.
• You’re interested in playing a key role in talent acquisition and retention. This includes diligent performance management and coaching/developing your team according to their individual needs.
• You’ve developed training programs for new hires and ongoing professional development opportunities for your team members.
• You like the idea of serving as a technical escalation point and ensuring the highest quality of support. You have experience with Implementing quality assurance measures.
• You can carefully assess CoreWeave’s customer support structure, considering different client tiers, to establish distinct support responsibilities, boundaries, and Service Level Agreements (SLAs) for each category. You’ve done something similar.
• You’re practiced in communicating with clients during critical incidents, and effectively resolving conflicts when they arise.
• You’re strategic about tracking and reporting KPIs, with a focus on team performance and customer satisfaction. You’ve played a big part in the strategic planning for a team’s growth and scalability.
• You like the idea of working with other departments to align on technical escalations, live incidents, customer needs, and feedback.
• Leadership & Communication: Demonstrated leadership ability and excellent communication skills.
• Problem-Solving & Adaptability: Robust problem-solving skills and adaptability in a fast-paced environment.
• Project Management: Experience with project management tools and methodologies.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $130,000-$160,000 annually. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

Successful candidates will be expected to attend onboarding training at our NJ Headquarters for up to 2 weeks within their first month of employment, with subsequent quarterly travel requirements of 1 week duration.

If you reside within a 30-mile radius of our New Jersey, New York, Philadelphia, Sunnyvale or Bellevue offices, we're excited for you to join us at the office at least three times a week, recognizing the significance we place on fostering connections, collaboration, and creativity within our office culture. Our commitment to operating as a hybrid workplace underscores our dedication to enabling our employees to tailor their work-life balance to their individual preferences

At CoreWeave, we work hard, have fun, and move fast! We’re in an exciting stage of hyper-growth that you will not want to miss out on. We’re not afraid of a little chaos, and we’re constantly learning. Our team cares deeply about how we build our product and how we work together, which is represented through our core values:
• Be Curious at your Core
• Act like an Owner
• Empower Employees
• Deliver Best In-Class Client Experience
• Achieve More Together

We support and encourage an entrepreneurial outlook and independent thinking. We foster an environment that encourages collaboration and provides the opportunity to develop innovative solutions to complex problems. As we get set for take off, the growth opportunities within the organization are constantly expanding. You will be surrounded by some of the best talent in the industry, who will want to learn from you, too. Come join us!

We offer a competitive salary and benefits, including:
• 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
• A casual work environment
• Work culture focused on innovative disruption

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