Manager, Customer Success Engineering (Ai/Ml)

Do you ever wonder what happens inside the cloud?
DigitalOcean (NYSE: DOCN) simplifies cloud computing so builders can spend more time creating software that changes the world. With our mission-critical infrastructure and fully managed offerings, DigitalOcean enables startups and small and medium-sized businesses (SMBs) to rapidly deploy and scale modern applications. As a remote-first organization, our employees, like our customers, are based around the world.
We want people who are passionate about solving complex AI/ML challenges for our customers.
We are looking for a Manager for our AI/MLCustomer Success Engineering team, with expertise in artificial intelligence to support our customers in their development of their AI applications. Reporting to the Director of Engineering, the AI/ML Manager of Customer Success Engineering will work directly with the Engineering and Support functions to ensure customers have the technical support they need to be successful on Paperspace by DigitalOcean. From onboarding to scaling, the team helps customers solve their problems through debugging, architecture, and education.
The AI/ML Manager of Customer Success Engineering will lead the team of technical subject matter experts on Paperspace's application and development tools, advising customers on how to make their solution work so it meets their business objectives. This is an amazing growth opportunity for a highly motivated individual to establish and expand our presence in the AI/ML world. Technical depth, excellent communication skills and a self-starter mentality are needed.
What You'll Be Doing:

• Managing Customer Success metrics and ensuring customer satisfaction
• Managing a team that provides timely support and creating efficient processes
• Building a team and a culture of excellence
• Understanding customers' needs and goals and help them be successful on Paperspace
• Helping customers post-sales to get their workloads up and running
• Supporting customers with their technical, architecture, or performance issues
• Advising and inform customers on best practices for building and deploying models
• Debugging infrastructure issues related to machine learning such as networking and storage
• Writing playbooks/reusable code to grow a knowledge base to create reusable processes
• Building relationships with customers to keep in touch with their business and technical needs and ensure they can continue to grow
• Sharing customer insights and trends with the product team to inform and improve the product offering

What You'll Add to DigitalOcean:

• At least 2 years minimum, of job related management experience leading customer-facing technical teams
• Works well cross functionally, make the appropriate tradeoffs, and able to communicate effectively
• Experience in production deployments of machine learning
• Experience in developing and training models (e.g., Tensorflow, Keras, PyTorch)
• Experience working with cloud infrastructure
• Experience working with Linux, Docker, Git, GPUs, and CUDA
• Able to debug production issues in unknown environments spanning infrastructure to AI/ML code
• Empathy for customers' goals and understanding how we can add value
• Hands-on, able to code, and document to come up with sustainable solutions
• Can explain complex technical concepts to all audiences
• Learn quickly and stay up to date on the latest industry trends and tools

Why You'll Like Working for DigitalOcean:

• We reward our employees . The base salary range for this position is between $159,000 - $225,000 based on relevant years of experience and skills. The salary range for this role is specific to candidates located within the U.S. and will vary for candidates outside the U.S.. Employees may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees including grants of equity upon hire and the option to participate in our Employee Stock Purchase Program.
• We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging our teams and employees to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship and other internal programs. We provide all employees with reimbursement for relevant conferences, training, and education.
• We care about your well-being. In addition to cash and equity compensation, we also offer employees a competitive array of benefits. While the philosophy around our benefits is the same worldwide, specific benefits may vary in other countries due to local regulations and preferences.
• We value diversity and inclusivity. We are an equal-opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

*This is a remote role
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