Director of Engineering Support

Job Summary

Leading the Forward Deployed Engineering and Technical Support teams, the full-time Director of Engineering Support will define engagement models, oversee technical discovery and deployment guidance, and drive operational discipline in a remote environment.

Key responsibilities:

• Lead and scale the FDE and Technical Support teams, establishing operating standards and career development frameworks
• Own the FDE engagement lifecycle, ensuring effective coverage and value delivery to customers
• Run Technical Support across all tiers, implementing SLA/SLO frameworks and enhancing self-service capabilities

Required qualifications:

• 10+ years in technical customer-facing roles, with at least 4 years in a leadership position within a high-growth cloud infrastructure, SaaS, or AI/ML company
• Deep technical fluency in GPU compute and AI/ML infrastructure, with hands-on coding ability in Python and Docker/Kubernetes
• Experience building or leading a technical engagement function spanning pre- and post-sales
• Proven ability to establish and manage tiered support organizations with defined operational frameworks
• Proficiency with tools such as Zendesk, HubSpot, Linear, and Notion, along with comfort using AI tools for documentation and triage