Director, Forward Deployed Engineering – Technical Support

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Runpod

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

💰 $20M Seed on 2024-06

Artificial Intelligence • SaaS • B2B

Runpod is a cloud platform that provides on-demand GPU compute and managed infrastructure tailored for AI development and deployment. It offers GPU "Pods" across 31 global regions, serverless GPU endpoints for low-latency inference, multi-node GPU clusters for distributed training, and a hub for deploying open-source models and templates. Runpod emphasizes fast startup (sub-200ms cold starts), autoscaling from zero to thousands of workers, support for 30+ GPU SKUs, and tooling for the full AI lifecycle from experiment to production, targeting developers and enterprise AI teams.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Meaningful equity in a fast-growing company- everyone on the team receives stock options — your impact drives our growth, and you share in the upside. • Generous medical, dental & vision plans — we cover 100% for all employees and partial for dependents. • Flexible PTO- take the time you need to recharge • Remote work first with an inclusive, collaborative teams utilizing slack as the main form of internal communication • $1,200 Home Office & Equipment Stipend- We set you up for success from day one with gear and support to create your ideal workspace