Head of Global Customer Engineering – Internal EDA Infrastructure

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Develop and cultivate leadership within a globally distributed customer engineering team.

• Manage the reactive support queue for EDA infrastructure and escalate issues to service engineering with high-quality feedback.

• Operate the Kubernetes platform team as a customer engineering service, focusing on availability, roadmap, developer experience, and operational excellence.

• Lead the transformation of the AI support agent from a basic FAQ bot to a system capable of safely resolving issues with real internal systems.

• Establish and advocate for SLOs regarding operational performance while ensuring stakeholder engagement.

• Promote deep support and ongoing enhancement across EDA job schedulers, Kubernetes platforms, and internal LLM harnesses.

• Create software solutions and automation pipelines to reduce operational overhead.

• Maintain a connection to live production environments and develop permanent automated solutions for recurring challenges.

⛳️ Requirements

• Over 12 years of experience in building and leading engineering support organizations, including both reactive and proactive customer engineering.

• More than 5 years of experience leading a globally distributed team, with a focus on developing managers and leaders.

• Demonstrated capability to influence technical roadmaps by transforming support trends into actionable engineering requirements that are implemented.

• Extensive technical knowledge of Kubernetes, EDA workloads, job schedulers, and foundational AI/LLM infrastructure.

• Proven history of utilizing automation and AI/ML to enhance support efficiency and reduce ticket volume.

• Outstanding communication skills, capable of engaging effectively with both individual engineers and executive leadership on the same day.

• A Bachelor’s degree in a relevant engineering discipline or equivalent professional experience.

• Experience with LSF, Slurm, or Kubernetes at scale.

• Background in designing self-healing support ecosystems and shift-left tooling.

• Experience in leading generative AI / LLM-based support assistants.

• Must reside in one of the specified US locations.

🏝️ Benefits

• Equity

• Benefits

• Equal opportunity employer

• Inclusive work environment