RunPod

2 weeks ago

Director, Forward Deployed Engineering & Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 18 hours agoStatus: Live

Job Summary

Lead and scale Forward Deployed Engineering (FDE) and Technical Support, owning customer-critical solution outcomes from technical discovery and environment assessment through PoC validation and deployment guidance. Define engagement models, operating standards, SLAs/SLOs, and developer-first support processes across Tier 1–3. Synthesize field feedback into prioritized product input, and partner cross-functionally with Sales, Account Management, Product, and Engineering to align roadmap and pre-sales execution.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Director level

Key Responsibilities

•Lead and scale both FDE and Technical Support teams, defining engagement models, operating standards, headcount plans, and career development frameworks.
•Own the FDE engagement lifecycle: technical discovery, environment assessment, solution architecture, PoC validation, and deployment guidance; engage Sales at key moments.
•Set the standard for FDE operating model as trusted advisors, working alongside Product Engineering rather than as an independent delivery team.
•Own the field feedback loop by translating patterns from FDE engagements and support escalations into prioritized product input shaping the roadmap.
•Run Technical Support across Tier 1–3 with SLA/SLO frameworks, CSAT/TTR targets, escalation paths, and a developer-first knowledge base; drive support operations using Zendesk, HubSpot, Linear, and Notion.

Pay and Benefits

Salary: USD 200,000 - 300,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVisionPaid LeaveEquityHome Office

Key Requirements

•10+ years in technical customer-facing roles (solutions engineering/field engineering or hybrid FDE), including at least 4 years leading a team at 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 (Python, Docker/Kubernetes).
•Demonstrated experience building or leading a technical engagement function spanning pre- and post-sales with ownership of solution architecture and customer outcomes.
•Proven ability to build and run tiered support organizations with SLA/SLO frameworks, on-call structures, and escalation paths.
•Proficiency with Zendesk, HubSpot, Linear, and Notion; comfort using AI tools (Claude, Gemini, GPT) for documentation and triage.

Experience:10+ yearsCloud infrastructureSaaSAI/MLGPU compute

Skills:OwnershipUrgencyCommunicationCross-functional collaborationSystems thinking

Tech Stack:PythonDockerKubernetesZendeskHubSpotLinearNotionSlackClaudeGeminiGPT

Company Brief

RunPod

Provides on-demand GPU cloud and marketplace services for machine learning workloads, offering rentable GPU instances, scalable compute for training and inference, and tools to run ML jobs cost-effectively without long-term commitments.

Industry: Cloud Computing

Website

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RunPod

2 weeks ago

Director, Forward Deployed Engineering & Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 18 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Director level

Key Responsibilities

•Lead and scale both FDE and Technical Support teams, defining engagement models, operating standards, headcount plans, and career development frameworks.
•Own the FDE engagement lifecycle: technical discovery, environment assessment, solution architecture, PoC validation, and deployment guidance; engage Sales at key moments.
•Set the standard for FDE operating model as trusted advisors, working alongside Product Engineering rather than as an independent delivery team.
•Own the field feedback loop by translating patterns from FDE engagements and support escalations into prioritized product input shaping the roadmap.
•Run Technical Support across Tier 1–3 with SLA/SLO frameworks, CSAT/TTR targets, escalation paths, and a developer-first knowledge base; drive support operations using Zendesk, HubSpot, Linear, and Notion.

Pay and Benefits

Salary: USD 200,000 - 300,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVisionPaid LeaveEquityHome Office

Key Requirements

•10+ years in technical customer-facing roles (solutions engineering/field engineering or hybrid FDE), including at least 4 years leading a team at 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 (Python, Docker/Kubernetes).
•Demonstrated experience building or leading a technical engagement function spanning pre- and post-sales with ownership of solution architecture and customer outcomes.
•Proven ability to build and run tiered support organizations with SLA/SLO frameworks, on-call structures, and escalation paths.
•Proficiency with Zendesk, HubSpot, Linear, and Notion; comfort using AI tools (Claude, Gemini, GPT) for documentation and triage.

Experience:10+ yearsCloud infrastructureSaaSAI/MLGPU compute

Skills:OwnershipUrgencyCommunicationCross-functional collaborationSystems thinking

Tech Stack:PythonDockerKubernetesZendeskHubSpotLinearNotionSlackClaudeGeminiGPT

Company Brief

RunPod

Industry: Cloud Computing

Website