Head of Customer Engineering

Ovii's Interpretation of the Role

Lead the Customer Engineering organization at Anyscale, delivering high‑impact technical support for AI/ML workloads while shaping product direction through customer insights.

Role Snapshot

• Lead technical support team
• Drive operational excellence
• Partner with product & engineering
• Build reporting & analytics
• Mentor and grow engineers
• Influence product roadmap

Must-Have Requirements

• Technical leadership
• Cloud infrastructure
• Distributed systems
• Kubernetes
• AI/ML platforms
• Customer escalation handling
• Data‑driven operations
• Cross‑functional partnership
• Strong communication
• engineering leadership
• support engineering management
• cloud and distributed systems support

Nice-to-Have Signals

• Ray framework experience
• SaaS infrastructure background
• Open‑source community collaboration
• Series C/D startup experience
• Ray framework
• AI/ML infrastructure
• high‑growth SaaS startup

Work Setup

• Location: San Francisco, USA
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Relocation
• Travel
• Security clearance
• Coding test

What You'll Likely Work On

• Lead a high‑performing Customer Engineering team handling technical support and escalations
• Own team operational health, including satisfaction, quality, and response metrics
• Coach, mentor, and develop a culture of technical excellence
• Create reporting and analytics to surface recurring challenges and drive improvements
• Partner with Product Management and Engineering to translate customer pain points into product enhancements
• Guide complex debugging and root‑cause analysis of distributed, cloud‑based AI workloads
• Launch initiatives—documentation, diagnostics, automation—to reduce repeat issues
• Contribute tooling, automation, and occasional product fixes to lower long‑term friction

Good Fit If You Have

• Experience with Ray or similar distributed computing frameworks
• Background in high‑growth SaaS or infrastructure startups (Series C/D)
• Track record of collaborating with open‑source communities