1 day ago
Global Head of Support Engineering and Customer Experience
San Francisco or Palo Alto, CA
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.
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
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
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Why Anyscale
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
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.