Head of Customer Engineering (AI)

Location: San Francisco

Salary: $315,000 – $375,000

Company

hirify.global is a high-growth startup commercializing Ray, an open-source framework for scalable machine learning, backed by major investors like Andreessen Horowitz.

What you will do

• Lead and mentor a high-performing Customer Engineering team responsible for technical support and customer escalations.
• Own the operational health of the team, including customer satisfaction, response times, and engineering effectiveness.
• Partner with Product and Engineering to translate customer pain points into meaningful product improvements.
• Build reporting and analytics to identify recurring customer challenges and measure team performance.
• Drive initiatives to reduce repeat issues through improved documentation, diagnostics, and automation.
• Shape the customer experience strategy as a key member of the Field and Customer Engineering leadership team.

Requirements

• 8+ years of engineering experience, with 3–5+ years in leadership roles (Support, Customer Engineering, SRE, or Developer Support).
• Proven experience leading customer-facing engineering teams in high-growth SaaS or infrastructure software companies.
• Strong technical background in cloud infrastructure, distributed systems, Kubernetes, or AI/ML platforms.
• Demonstrated success in using operational metrics and data to drive team performance and customer outcomes.
• Exceptional communication skills for working with customers, executives, and cross-functional teams.
• Entrepreneurial mindset with a strong sense of ownership and bias for execution.

Nice to have

• Experience with Ray or other distributed computing frameworks.
• Background in supporting AI/ML infrastructure.
• Experience working at a Series C or Series D startup.
• Experience contributing software, tooling, or automation in a customer-facing role.

Culture & Benefits

• Competitive compensation including equity and stock options.
• Comprehensive healthcare plans with 95% of premiums covered.
• 401k retirement plan and wellness/education stipends.
• Paid parental leave and fertility benefits.
• Commute reimbursement and office lunches.
• Collaborative culture focused on technical excellence and customer obsession.