Dedicated Support Engineering Lead

Job summary

Responsibilities

We’re looking for a senior leader to build and scale our Dedicated Support Engineering function globally. You will define its strategy, build the team, and establish how we deliver technically rigorous, proactive support for customers running some of the most complex and consequential workloads on…

• Set the strategy for Dedicated Support Engineering. Define the function’s charter, service model, priorities, and growth plan.
• Build and develop a high-performing global organization. Hire and coach senior technical talent, develop future leaders, and establish expectations for technical depth, customer…
• Design the customer engagement model. Establish how DSEs are assigned to customers, build account knowledge, conduct operational reviews, and prepare for critical events.
• Set the standard for technical ownership. Ensure the team uses evidence, reproduction, and systems-level investigation to advance complex issues.
• Build proactive reliability into the service. Establish practices for assessing customer architectures and dependencies, identifying emerging risks, and preparing for launches…