Senior Manager

Description:

As the Senior Manager of Technical Support Engineering - Infrastructure, you'll own, scale, and continuously improve CoreWeave's infrastructure support function — a large, globally distributed 24/7/365 organization of skilled engineers who resolve our customers' most complex technical challenges with deep expertise, efficiency, and empathy. High-touch, expert-led support is one of CoreWeave's clearest differentiators, which gives this role prominent visibility and influence across the company.

You'll operate at the department level, setting the technical and operational bar for the entire function and designing the operating systems (coverage/staffing model, Direct-to-Expert partnerships, quality program, metrics) that let support scale reliably. You'll lead with empathy and invest in each person's growth, while building the structure and processes that let the team scale with CoreWeave's hyper-growth without compromising the culture we care deeply about.

In This Role, You Will

Own the strategy, health, and performance of the entire 24/7/365 infrastructure support function, helping scale coverage and capability across regions and domains as CoreWeave grows.
Own talent acquisition and retention by hiring, onboarding, and developing engineers through diligent performance management and coaching tailored to each individual's needs.
Stay hands-on: dig into complex, customer-impacting issues alongside your team and serve as a senior technical escalation point, ensuring the highest quality of support.
Build and facilitate the enablement and career-development frameworks for onboarding, technical training, and progression paths that raise capability across the whole function and create a repeatable path for career growth.
Implement quality assurance measures, including ticket reviews and best-practice playbooks, that raise the bar on resolution speed, accuracy, and consistency.
Own the support operating model for the function including roles and responsibilities, escalation boundaries, coverage/staffing model, and the response and resolution targets (SLOs) that keep every customer's experience consistently excellent as volume scales.
Lead customer communication during critical incidents and resolve conflicts with clarity, composure, and empathy.
Track and report on KPIs focused on team performance and customer satisfaction, and own the strategic planning for the team's growth and scalability.
Own the cross-functional interface between support and Product Engineering, Specialist Field Engineers, and domain teams, building the alignment mechanisms and feedback loops that make the Direct-to-Expert model work at scale for escalations, live incidents, and customer needs.
Champion the voice of the customer, turning recurring support patterns into product, tooling, and process improvements.
Help set the multi-quarter vision and operating plan for infrastructure support, and represent the function in company-level planning, headcount, and prioritization discussions.

Who You Are

You have 5+ years of people-leadership experience and 8+ years total in technical support/operations, including running a 24/7 support function at scale in a cloud operations environment.
You have a strong background in Linux, containerization technologies, and Kubernetes, and you understand virtualization and cloud computing concepts. Experience at a hyperscaler or cloud infrastructure provider is a strong plus.
You lead with empathy and aren't afraid to get your hands dirty. You do the work alongside your direct reports and model the standard you set.
You're energized by leadership excellence and talent development: diligent performance management, coaching, and growing each engineer according to their individual needs.
You've built enablement and quality programs that scaled across a function or multiple teams — and can show the measurable improvement they drove.
You've designed the operating model for a support org, including coverage/staffing model, escalation boundaries, SLOs, and evolved it as the org scaled.
You're a calm, clear communicator with customers and executives during critical incidents, and you resolve conflicts effectively across teams and organizational boundaries.
You think in systems and multi-quarter plans. You've defined KPI/SLO frameworks, reported to senior leadership, and owned capacity and growth planning for a function, not just a single team.
You've led a globally distributed team across time zones.
Leadership & Communication: proven ability to lead through senior talent and set direction for a function, with executive-level communication skills.
Strategic & Operational Planning: you build operating systems, plans, and metrics that scale a function beyond what any one person can hold.
Problem-Solving & Adaptability: robust problem-solving skills and adaptability at organizational scale, in a fast-paced, hyper-growth environment.
Program Management: experience with program-management tools and methodologies.