Director, Forward Deployed Engineering – Technical Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and expand both the FDE and Technical Support teams by establishing engagement models, operating standards, headcount plans, and career development frameworks for each function.

• Manage the FDE engagement lifecycle, including technical discovery, environment assessment, solution architecture, PoC validation, and deployment guidance. Collaborate with Sales at key moments and ensure FDE resources are allocated to customers where they deliver maximum value.

• Set the operational standards for FDEs: prioritize being trusted advisors, contribute hands-on when necessary, and collaborate closely with Product Engineering rather than functioning as an independent delivery team.

• Own the feedback loop from the field by analyzing patterns from FDE engagements and support escalations to produce clear, prioritized product input that directly influences Runpod's roadmap.

• Oversee Technical Support across all tiers (Tier 1–3) with established SLA/SLO frameworks, CSAT and TTR targets, escalation pathways, and a developer-first knowledge base designed to enhance self-service and decrease inbound volume.

• Promote operational discipline throughout the stack: utilize Zendesk for support operations, HubSpot for monitoring customer health, Linear for managing engineering escalations, and Notion for internal knowledge and FDE documentation.

• Collaborate with Sales, Account Management, Product, and Engineering on pre-sales strategies, QBRs, escalations, and alignment of roadmaps. This position serves as a cross-functional connector rather than a siloed function.

⛳️ Requirements

• 10+ years of experience in technical customer-facing roles, including solutions engineering, field engineering, or a hybrid FDE function, with a minimum of 4 years in a leadership position within a high-growth cloud infrastructure, SaaS, or AI/ML company.

• Strong technical expertise in GPU compute and AI/ML infrastructure; hands-on coding skills (Python, Docker/Kubernetes) are essential. This leader should not only manage but also execute the work.

• Proven experience in building or leading a technical engagement function that encompasses both pre- and post-sales, with clear accountability for solution architecture and achieving customer technical outcomes.

• Demonstrated capability to establish and manage tiered support organizations, including SLA/SLO frameworks, on-call structures, escalation paths, and the necessary tools and processes to operate them at scale.

• A strong systems-builder mindset, adept at creating structure in ambiguous situations: developing playbooks, triage frameworks, onboarding programs, and knowledge base architecture.

• Proficient with Zendesk, HubSpot, Linear, and Notion; comfortable utilizing AI tools (Claude, Gemini, GPT) to enhance documentation and triage processes at scale.

• Outstanding communication skills across various audiences. Equally skilled in technical architecture discussions with a customer's ML team and in translating field observations into product priorities for Engineering leadership.

• Successful completion of a background check.

🏝️ Benefits

• Meaningful equity in a rapidly growing company—everyone on the team receives stock options, allowing you to share in the upside of our collective success.

• Comprehensive medical, dental, and vision plans—covering 100% for all employees and offering partial coverage for dependents.

• Flexible PTO—take the time necessary to recharge and maintain balance.

• Remote-first work environment with inclusive, collaborative teams that utilize Slack as the primary means of internal communication.

• $1,200 Home Office & Equipment Stipend—providing you with the tools and support needed to create your ideal workspace from day one.