Global Head of Support Engineering and Customer Experience

About Anyscale:

At Anyscale, we're on a mission to democratize distributed computing and make it accessible to software developers of all skill levels. We’re commercializing Ray, a popular open-source project that's creating an ecosystem of libraries for scalable machine learning. Companies like OpenAI, Uber, Spotify, Instacart, Cruise, and many more, have Ray in their tech stacks to accelerate the progress of AI applications out into the real world.

With Anyscale, we’re building the best place to run Ray, so that any developer or data scientist can scale an ML application from their laptop to the cluster without needing to be a distributed systems expert.

Proud to be backed by Andreessen Horowitz, NEA, and Addition with $250+ million raised to date.

About the Role 

Anyscale is looking for an experienced and hands-on leader to scale and lead a team of talented engineers focused on support and customer success. This is a critical leadership role in our Go To Market team and will be responsible for ensuring that our customers are successful in adopting our products. As the Global Head of Support Engineering, you will be reporting into the Head of Field and Customer Engineering. 

You will be responsible for developing and executing a global strategy that drives customer satisfaction, improves operational efficiency, and scales the support team. A key focus area would be to reduce the volume of issues requiring involvement from Engineering and Product. You will work very closely with our engineering leaders and help prioritize product roadmaps based on customer feedback.

This is a build phase of our GTM function and requires leaders with previous experience in building Customer Support and Success teams, hands on approach and exposure to the AI/ML space. 

You will establish the necessary tooling, processes, and analytics frameworks to measure and improve support performance. You will aim to reduce the volume of issues requiring involvement from Engineering and Product. The ideal candidate will have proven experience scaling a support organization, a data-driven mindset, and a deep understanding of the challenges and opportunities in a SaaS environment and hands on experience in the AI/ML space

• Build and Scale our Global Customer Support Organization with a culture of Customer First mentality  
• Set up the Operating Model, processes and tooling to build out a scalable Global Support Organization
• Lead, mentor, and grow a talented engineering team that is focused on providing support and resolving technical issues for customers using Anyscale and Ray
• Build robust tracking and reporting systems to measure support performance, analyze trends, and implement actionable insights to continuously improve the support function
• Design ways to reduce the dependency on Product and Engineering organizations
• Provide hands-on technical leadership, guiding the team on solving complex problems, creating solutions, triaging with Engineering and interfacing with customers
• Foster a culture of technical excellence, where engineers are empowered to deepen their skills and advance their careers
• Be a part of the key Leadership team driving customer acquisition and expansion

• 8+ years of experience with 5+ years of Experience in Support Engineering or Engineering Leadership roles
• Demonstrated Experience of scaling global teams from 5 to 50+ 
• Hands-on experience in building out and optimizing product support functions, with a focus on reducing engineering, and product intervention
• Expertise in developing and scaling support processes, including the selection and implementation of support tools and platforms
• In-depth knowledge of the unique challenges and requirements of scaling support in a fast-paced, high-growth SaaS environment
• Exceptional written and verbal communication skills, capable of presenting complex ideas to both technical and non-technical stakeholders
• Demonstrated leadership capabilities in handling customers 
• Strong understanding  of AI and ML technologies and tools
• Entrepreneurial mindset and with bias for execution

• You have been an engineering Leader or have been in engineering 
• You have experience with Ray or other distributed computing frameworks
• You’ve worked in a series C-D startup company 
• You have experience working in open-source communities or with developers to provide support or build features

• Lead a high-impact team working on some of the most exciting and challenging problems in the AI and distributed systems space
• Join a collaborative and innovative engineering culture where your contributions will have a direct impact on the company’s growth and success
• Be part of an environment that supports continuous learning, growth, and development
• Be a part of a dynamic and proven leadership team building the next gen AI Platform
• This is an exciting opportunity to shape the future of the Go To Market team in a high-growth company! 

Anyscale Inc. is an Equal Opportunity Employer. Candidates are evaluated without regard to age, race, color, religion, sex, disability, national origin, sexual orientation, veteran status, or any other characteristic protected by federal or state law. 

Anyscale Inc. is an E-Verify company and you may review the Notice of E-Verify Participation and the Right to Work posters in English and Spanish