Senior Manager, Customer Support

Crusoe is on a mission to accelerate the abundance of energy and intelligence. As the only vertically integrated AI infrastructure company built from the ground up, we own and operate each layer of the stack — from electrons to tokens — to power the world's most ambitious AI workloads. When you join Crusoe, you join a team that is building the future, faster. We're in the midst of the greatest industrial revolution of our time. The demand for AI compute is boundless, and power is a bottleneck. We're solving that — with an energy-first approach that makes AI infrastructure better for the world and faster for the people innovating with AI. We're looking for problem-solving, opportunity-finding teammates with a sense of urgency, who believe in the scale of our ambition and thrive on a path not fully paved — people who want to grow their careers alongside a team of experts across energy, manufacturing, data center construction, and cloud services. If you want to do the most meaningful work of your career, help our customers and partners advance their AI strategies, and be part of a high-performing team that believes in each other, come build with us at Crusoe. About the Role: Crusoe Cloud is revolutionizing high-performance computing by offering sustainable, low-cost GPU compute power. As a Senior Manager, Customer Support, you'll play a crucial role in empowering our customers to leverage this technology for groundbreaking advancements in fields like AI/ML, physics simulations, and computational biology. You will be the primary point of contact for technical support, ensuring our customers can seamlessly utilize Crusoe Cloud to achieve their goals. This role directly impacts Crusoe's mission by enabling our customers to accelerate their research and development, contributing to a more sustainable future. You will be involved in exciting projects, working with cutting-edge technologies and collaborating with a talented team to solve complex challenges. The ideal candidate is a highly motivated and experienced technical professional with a passion for customer success, a deep understanding of cloud technologies, and a commitment to Crusoe's values. This is a full-time position. You are invited to join and lead the Crusoe Customer Support Team full of highly talented, driven team members who care deeply about the success of our customers. One of our key priorities is to scale our Support Team’s ability to resolve deeply technical issues and support complex customers and workflows. That’s why we’re searching for a Support Engineering Manager to grow and shape the future of Support Engineering at Crusoe. This role is not a traditional Support Manager position. We’re looking for someone who has technical depth, is confident diving into complex systems, and can mentor others on complex problem solving. What You'll Be Working On: - Hire, lead and develop a team of Support Engineers focused on technical depth, problem-solving serving Crusoe’s enterprise customers - Provide thoughtful coaching and feedback to your direct reports, and partner with them on their career development goals and growth - Build scalable, repeatable processes for diagnosing and resolving complex issues related to integrations, APIs, analytics, and product performance. - Create internal tools and workflows that help the team operate with efficiency and consistency - Use data from escalations and customer feedback to recommend changes that improve team effectiveness and customer outcomes - Collaborate across functions, working closely with leaders in Solutions Engineering, Customer Success and Reliability, Sales, and Product Engineering to elevate and enhance the Crusoe customer experience - Directly engage and collaborate with key customers to understand their AI workloads, pain points, and future requirements to continuously improve our service offerings - Define and monitor key performance indicators (KPIs) to evaluate team performance and effectiveness through le