Manager, Technical Support Engineering (AI)

TL;DR

Manager, Technical Support Engineering (AI/ML): Leading a team of support engineers to deliver best-in-class experiences for AI practitioners with an accent on SLA management and cross-functional collaboration. Focus on scaling support functions, closing the feedback loop between users and builders, and managing technical depth in the ML ecosystem.

Location: London, UK

Salary: €98,000 – €163,000

Company

hirify.global (by CoreWeave) is an AI hyperscaler providing a powerful end-to-end platform to develop, deploy, and iterate AI models faster.

What you will do

• Lead, coach, and develop a team of Technical Support Engineers, ensuring high quality and technical depth.
• Own team performance against SLA commitments, identifying gaps in coverage, tooling, and process.
• Partner cross-functionally with Engineering, Product, and Field Engineering to surface customer trends and escalate critical issues.
• Build a culture of continuous learning regarding the W&B product and the broader AI/ML ecosystem.
• Manage hiring, onboarding, and career development for team members through regular 1:1s and feedback.
• Translate support trends into actionable product insights and represent the voice of the customer internally.

Requirements

• 4+ years of experience managing a technical support or field engineering team, ideally in SaaS or AI/ML.
• Hands-on technical background in support, engineering, or ML roles.
• Experience working in high-growth startups or fast-moving technology companies.
• Data-driven approach to management, using metrics to drive decisions and spot trends.
• Strong cross-functional collaboration skills and ability to influence without authority.
• Must be eligible to access export controlled information (U.S. person or eligible for required export authorization).

Nice to have

• Familiarity with hirify.global product or experience supporting ML practitioners.
• Experience with cloud infrastructure (AWS, GCP, Azure) or Kubernetes.
• Background in Python or experience supporting Python-heavy user bases.
• Prior experience building or scaling a support function from the ground up.
• Experience with ML frameworks such as PyTorch, TensorFlow, or JAX.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• Equity awards, discretionary bonuses, and 401(k) with employer match.
• Flexible PTO and mental wellness benefits through Spring Health.
• Catered lunch provided daily in office and data center locations.
• Collaborative environment that encourages an entrepreneurial outlook and independent thinking.
• Professional growth opportunities within a hyper-growth organization.