Director, Forward Deployed Engineering & Technical Support
New
R
RunpodAI Infrastructure
Remote - USAFull-TimeDirector
Salary200,000 - $300,000 usd
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Job Details
- Experience
- 10+ years in technical customer-facing roles
- Required Skills
- DockerPythonKubernetesSaaSHubSpotZendeskNotion
Requirements
- 10+ years in technical customer-facing roles such as solutions engineering or field engineering.
- At least 4 years leading a team in a high-growth cloud infrastructure, SaaS, or AI/ML company.
- Deep technical fluency in GPU compute and AI/ML infrastructure.
- Hands-on coding ability in Python, Docker, and Kubernetes.
- Demonstrated experience building or leading a technical engagement function spanning pre- and post-sales.
- Proven ability to build and run tiered support organizations including SLA/SLO frameworks and on-call structures.
- Strong systems-builder instinct for creating playbooks, triage frameworks, and knowledge base architecture.
- Proficiency with Zendesk, HubSpot, Linear, and Notion.
- Comfort using AI tools like Claude, Gemini, and GPT to accelerate documentation and triage.
- Exceptional communication skills for both technical and leadership audiences.
- Successful completion of a background check.
Responsibilities
- Lead and scale both the FDE and Technical Support teams, defining engagement models, operating standards, headcount plans, and career development frameworks.
- Own the FDE engagement lifecycle including technical discovery, environment assessment, solution architecture, PoC validation, and deployment guidance.
- Set the standard for FDE operations, serving as trusted advisors and working alongside Product Engineering.
- Synthesize patterns from FDE engagements and support escalations into clear, prioritized product input for the roadmap.
- Run Technical Support across all tiers with defined SLA/SLO frameworks, CSAT and TTR targets, and a developer-first knowledge base.
- Drive operational discipline using Zendesk, HubSpot, Linear, and Notion.
- Partner cross-functionally with Sales, Account Management, Product, and Engineering on strategy, escalations, and roadmap alignment.
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