Overview Join DigitalOcean as Manager, CSE (AI & Cloud Support) to lead a team delivering white-glove support for strategic cloud and AI/ML workloads. You will own operations, performance, and customer outcomes while deepening the team's technical depth in AI, GPUs, Kubernetes, databases, and core cloud offerings. Collaborate with Product and Engineering to improve customer experience and product quality. This role blends people leadership with technical strategy in a fast-growing environment.
Compensation / Benefits- remote work
- conference and training reimbursement
- LinkedIn Learning access
- Employee Assistance Program
- flexible time off
- equity compensation
Responsibilities- Hire, coach, and develop a high-performing CSE team; establish KPIs/SLAs and conduct reviews
- Manage end-to-end support operations with 24x7 coverage
- Improve CSAT, response and resolution times, and overall support quality
- Develop technical expertise across Kubernetes, databases, compute, and AI/ML workloads
- Serve as escalation point for strategic enterprise customers with Sev1/Sev2 issues
- Design customized support plans and SLAs for strategic accounts
- Collaborate with TAMs and GAMs on Executive Business Reviews
- Identify risks and opportunities in strategic accounts to improve retention
- Act as Voice of the Customer to Product/Engineering and advocate for improvements
- Maintain and improve SOPs, escalation runbooks, and knowledge base content
- Advance AI and automation initiatives to improve efficiency and scalability
- Foster continuous learning to stay ahead of cloud and AI trends
Key requirements- 5+ years in Technical Support, Customer Success, or Technical Account Management in B2B SaaS/Cloud/AI/ML
- 2+ years people management with tech-facing teams
- Solid understanding of AI/ML concepts including MLOps; familiarity with GPU infrastructure
- Proficiency in reading and debugging Python and RESTful APIs; cloud architecture knowledge
- Excellent verbal and written communication for technical and executive audiences
- Calm under pressure with strong de-escalation and problem-solving skills
- leadership
- communication
- problem-solving
- AI/ML concepts (Generative AI, LLMs, NLP, MLOps)
- GPU infrastructure (NVIDIA H100/H200)
- Kubernetes (DOKS)
