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

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:

***Please note that this role manages the 5pm - 2am EST shift and will need to work those hours.***

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.

Wondering if you’re a good fit? We believe in investing in our people, and value candidates who can bring their own diversified experiences to our teams – even if you aren't a 100% skill or experience match. Here are a few qualities we’ve found compatible with our team. If some of this describes you, we’d love to talk.

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.

Hybrid Workplace

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

Why CoreWeave?

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!

Benefits

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

California Consumer Privacy Act - California applicants only

CoreWeave is an equal opportunity employer, committed to fostering an inclusive and supportive workplace. All qualified applicants and candidates will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

As part of this commitment and consistent with the Americans with Disabilities Act (ADA), CoreWeave will ensure that qualified applicants and candidates with disabilities are provided reasonable accommodations for the hiring process, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed, please contact: [email protected].

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

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