Digital Ocean

3 weeks ago

Manager, Customer Success Engineering

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead a team of Customer Success Engineers supporting strategic enterprise customers across cloud infrastructure and emerging AI/ML workloads. Own day-to-day support operations, queue management, escalations, and 24x7 coverage while driving KPIs like CSAT and time-to-resolution. Serve as the ultimate technical escalation point for Sev1/Sev2 incidents, partner with TAMs and teams across Product and Engineering, and build automation-first tooling and documentation to improve customer experience and product quality.

Location: New York

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead, hire, train, mentor, and develop a high-performing team of Customer Success Engineers, including performance metrics (KPIs/SLAs) and career planning.
•Own end-to-end support operations (queue management, escalations, shift planning) to ensure consistent 24x7 coverage and improved CSAT, response times, and resolution times.
•Act as the ultimate technical escalation point for strategic enterprise customers, managing critical incidents and Sev1/Sev2 issues.
•Partner cross-functionally with Product and Engineering as the Voice of the Customer to advocate for bug fixes, feature requests, and UX improvements.
•Own escalation protocols and documentation (SOPs, runbooks, playbooks, knowledge base) and drive an automation-first support model using intelligent tooling.

Pay and Benefits

Salary: USD 125,000 - 153,000 annually

Equity and Bonus:Equity

Key Requirements

•5+ years of experience in Technical Support, Customer Success, or Technical Account Management in B2B SaaS, cloud, or AI/ML environments, including 24x7 GPU-infrastructure support experience.
•2+ years of people management experience leading technical, customer-facing teams in a high-growth environment.
•Deep understanding of AI/ML concepts (including Generative AI, LLMs, NLP) and MLOps, with strong familiarity with GPU infrastructure and AI inference workloads.
•Proficiency reading/debugging code (Python preferred) and troubleshooting RESTful APIs and cloud architecture.
•Excellent verbal and written communication skills to explain technical/AI concepts to technical and non-technical audiences.

Experience:5+ yearsB2B SaaSCloudAI/MLMLOpsGPU infrastructure

Education:

Skills:LeadershipCommunicationProblem-solvingCustomer advocacyCalm under pressure

Certifications:ITIL

Languages:English

Tech Stack:KubernetesDOKSDatabasesGPU infrastructureNVIDIA H100NVIDIA H200PythonRESTful APIsJiraAWSGoogle CloudAzureTensorFlowPyTorchScikit-learnLangChainHugging FaceGenerative AILarge Language ModelsNLP

Company Brief

Digital Ocean

Provides cloud infrastructure and developer-focused cloud services including scalable droplets, managed databases, Kubernetes, object storage, and networking to simplify deploying and managing applications for developers and small-to-medium businesses.

Industry: Cloud Computing

Company Size: Enterprise (1,001+ employees)

Revenue: USD 250M to 500M

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York, United States

Founded: 2011

Glassdoor: 3.8

Website LinkedIn

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Digital Ocean

3 weeks ago

Manager, Customer Success Engineering

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: New York

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead, hire, train, mentor, and develop a high-performing team of Customer Success Engineers, including performance metrics (KPIs/SLAs) and career planning.
•Own end-to-end support operations (queue management, escalations, shift planning) to ensure consistent 24x7 coverage and improved CSAT, response times, and resolution times.
•Act as the ultimate technical escalation point for strategic enterprise customers, managing critical incidents and Sev1/Sev2 issues.
•Partner cross-functionally with Product and Engineering as the Voice of the Customer to advocate for bug fixes, feature requests, and UX improvements.
•Own escalation protocols and documentation (SOPs, runbooks, playbooks, knowledge base) and drive an automation-first support model using intelligent tooling.

Pay and Benefits

Salary: USD 125,000 - 153,000 annually

Equity and Bonus:Equity

Key Requirements

•5+ years of experience in Technical Support, Customer Success, or Technical Account Management in B2B SaaS, cloud, or AI/ML environments, including 24x7 GPU-infrastructure support experience.
•2+ years of people management experience leading technical, customer-facing teams in a high-growth environment.
•Deep understanding of AI/ML concepts (including Generative AI, LLMs, NLP) and MLOps, with strong familiarity with GPU infrastructure and AI inference workloads.
•Proficiency reading/debugging code (Python preferred) and troubleshooting RESTful APIs and cloud architecture.
•Excellent verbal and written communication skills to explain technical/AI concepts to technical and non-technical audiences.

Experience:5+ yearsB2B SaaSCloudAI/MLMLOpsGPU infrastructure

Education:

Skills:LeadershipCommunicationProblem-solvingCustomer advocacyCalm under pressure

Certifications:ITIL

Languages:English

Company Brief

Digital Ocean

Industry: Cloud Computing

Company Size: Enterprise (1,001+ employees)

Revenue: USD 250M to 500M

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York, United States

Founded: 2011

Glassdoor: 3.8

Website LinkedIn