Runpod is pioneering the future of AI and machine learning, offering cutting-edge cloud infrastructure for full-stack AI applications. Founded in 2022, we are a rapidly growing, well-funded company with a remote-first organization spread globally. Our mission is to empower innovators and enterprises to unlock AI's true potential, driving technology and transforming industries. Join us as we shape the future of AI. We are building Cloud services focused on accelerating AI adoption. Whether you're an experienced ML developer training a large language model, or an enthusiast tinkering with stable diffusion, we strive to make GPU compute as seamless and affordable as possible.
Director, Forward Deployed Engineering & Technical Support
Location
United States
Posted
2 days ago
Salary
$200K - $300K / year
Seniority
Lead
No structured requirement data.
Job Description
Director, Forward Deployed Engineering & Technical Support
Runpod
Role Description The Director of Forward Deployed Engineering (FDE) & Technical Support leads two of Runpod's most customer-critical functions. The FDE team sits at the intersection of Solutions Engineering and Forward Deployed Engineering, serving as trusted technical advisors who assess customer environments, architect solutions, and own technical outcomes from pre-sales through deployment. They work hands-on where needed, but their primary role is solution ownership and conduit to Product and Engineering. The Technical Support team delivers fast, expert help across all customer tiers, from self-serve developers to strategic enterprise accounts. This role reports to the COO. - Lead and scale both the FDE and Technical Support teams, defining engagement models, operating standards, headcount plans, and career development frameworks for each function. - Own the FDE engagement lifecycle: technical discovery, environment assessment, solution architecture, PoC validation, and deployment guidance. Engage Sales at the right moments and ensure FDE coverage goes to the customers where it drives the most value. - Set the standard for how FDEs operate: trusted advisors first, hands-on contributors where the situation calls for it, working through and alongside Product Engineering rather than as an independent delivery team. - Own the field feedback loop by synthesizing patterns from FDE engagements and support escalations into clear, prioritized product input that directly shapes Runpod's roadmap. - Run Technical Support across all tiers (Tier 1–3) with defined SLA/SLO frameworks, CSAT and TTR targets, escalation paths, and a developer-first knowledge base that scales self-service and reduces inbound volume. - Drive operational discipline across the stack: Zendesk for support operations, HubSpot for customer health, Linear for engineering escalations, and Notion for internal knowledge and FDE documentation. - Partner with Sales, Account Management, Product, and Engineering on pre-sales strategy, QBRs, escalations, and roadmap alignment. This role is a cross-functional connector, not a siloed function. Qualifications - 10+ years in technical customer-facing roles: solutions engineering, field engineering, or a hybrid FDE function, with 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 (Python, Docker/Kubernetes) is expected. This leader should be able to do the work, not just manage it. - Demonstrated experience building or leading a technical engagement function that spans pre- and post-sales, with clear ownership of solution architecture and customer technical outcomes. - Proven ability to build and run tiered support organizations: SLA/SLO frameworks, on-call structures, escalation paths, and the tooling and process to operate them at scale. - Strong systems-builder instinct, comfortable creating structure where little exists: playbooks, triage frameworks, onboarding programs, and knowledge base architecture. - Proficiency with Zendesk, HubSpot, Linear, and Notion; comfort using AI tools (Claude, Gemini, GPT) to accelerate documentation and triage at scale. - Exceptional communicator across audiences. Equally at home in a technical architecture discussion with a customer's ML team and translating field observations into product priorities for Engineering leadership. - Successful completion of a background check. Requirements - 10+ years in technical customer-facing roles. - Deep technical fluency in GPU compute and AI/ML infrastructure. - Demonstrated experience building or leading a technical engagement function. - Proven ability to build and run tiered support organizations. - Strong systems-builder instinct. - Proficiency with relevant tools. - Exceptional communication skills. - Successful completion of a background check. Benefits - The competitive base pay for this position ranges from 200,000 - $300,000 USD. - Meaningful equity in a fast-growing company. - Generous medical, dental & vision plans — we cover 100% for all employees and partial for dependents. - Flexible PTO - take the time you need to recharge. - Most roles are remote work first with an inclusive, collaborative teams utilizing Slack as the main form of internal communication. - $1,200 Home Office & Equipment Stipend.
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