Head of Customer Engineering - San Francisco Bay Area or Remote
The Head of Customer Engineering will be responsible for leading and building teams that will own many phases of the technical sales and customer success lifecycle including: sales engineering, enterprise customer implementations, customer success (or technical account management), and technical support for users of the open source, enterprise, and hosted cloud platforms. Additionally, you will have the opportunity to partner with the Co-founders on both business and customer engagement strategy, while establishing a world class team responsible for some of the most vital business functions.
The perfect candidate is both HIGHLY technical and a skilled relationship-builder. You will be coming in as a "player-coach" and working directly as part of the support and pre/post sales teams while we continue to build the organization around you. A player-coach doesn't need to be able to play every position perfectly, but you will be part of the customer facing engineering team and thus an integral technical resource for both sales and engineering. We are looking for someone who understands the value of the product, can answer technical questions, help customers debug product & infrastructure challenges as well as build and scale a team.
This role is incredibly broad, stretching across pre-sales, post-sales, support, training, and professional services and therefore will have immense ownership over the product, team, and company's success. While your primary focus will of course be leading and driving Customer Engineering, you’ll also have direct exposure to users and enterprise customers via our open source support channels. At Pachyderm, OSS user and customer feedback is major driver of our product roadmap and we believe that everyone within the company should experience that first-hand.
Finally, please do feel free to check out the product on GitHub as it’s open source!
We offer significant equity, full benefits, and all the usual startup perks.
Role and Responsibilities
-Lead the pre and post-sales implementation, technical account management, and support functions to develop strong transition processes designed for a great customer experience and setup for upsell opportunities -Be a Player/Coach for our entire customer engineer org and it grows and scales. You will be doing hands-on work including sales demos, support, and customer management while the team is small and transitioning more into a coach-only over time. -Recruit, develop and retain a world-class solutions engineering and technical customer success team -Partner with the executive team and cross-functional leaders to build and refine an end-to-end view of the customer’s technical journey -Provide leadership to a team that manages concurrent pre-sales cycles, evangelizes the product solution, and drives business opportunities via open source implementations and proof-of-concepts. -Champion operational excellence; establish metrics and processes for regular assessment, feedback and improvement -Contribute to overall company technical and business strategy as a key member of the leadership team Be a cultural champion – create an environment based on accountability, autonomy and trust
-5+ years of experience working in distributed systems, data infrastructure, back-end systems, machine learning, or kubernetes-based infrastructure product work. -Hands-on experience with cloud platforms (AWS, GCP, Azure) and cloud application architecture. Direct experience with Kubernetes is a big bonus. -Experience managing top-tier functional teams that touch the customer journey (pre-sales engineering through implementation to support and customer success/retention) including hiring/termination and performance management -Experience with Kubernetes or experience selling Kubernetes in a Containerized Infrastructure -A creative mindset to help customers realize what is possible and the ability to explain technical problems in a simple way -Ability to handle multiple competing priorities in a fast-paced environment -Background working with highly technical solutions, driving exceptional customer experiences / implementations -Experience in an early-stage startup or leading entrepreneurial teams is a plus -BS/MS in Computer Science or a related technical field