Director, Customer Support

Crusoe is on a mission to accelerate the abundance of energy and intelligence. As the only vertically integrated AI infrastructure company built from the ground up, we own and operate each layer of the stack — from electrons to tokens — to power the world's most ambitious AI workloads. When you join Crusoe, you join a team that is building the future, faster. We're in the midst of the greatest industrial revolution of our time. The demand for AI compute is boundless, and power is a bottleneck. We're solving that — with an energy-first approach that makes AI infrastructure better for the world and faster for the people innovating with AI. We're looking for problem-solving, opportunity-finding teammates with a sense of urgency, who believe in the scale of our ambition and thrive on a path not fully paved — people who want to grow their careers alongside a team of experts across energy, manufacturing, data center construction, and cloud services. If you want to do the most meaningful work of your career, help our customers and partners advance their AI strategies, and be part of a high-performing team that believes in each other, come build with us at Crusoe. About This Role: As the Director of Customer Support, you will be instrumental in expanding Crusoe's growing Customer Support organization and driving the adoption of Crusoe Cloud. This leadership role demands a strategic thinker who can develop and execute comprehensive account playbooks, ensuring quarter-over-quarter growth. This role requires a leader who is technical, comfortable getting hands on with issues, and confident joining customer calls when needed. You will build and manage a high-performing support team, fostering a culture of technical excellence and customer advocacy. You will partner closely with engineering, SRE, product, and operations teams to improve reliability, enhance support workflows, and deliver validated, production ready infrastructure to customers.. We’re looking for someone who has built support organizations at scale, implemented support procedures, and knows how to operate in a fast paced, high growth environment. What You’ll Be Working On: - Build, lead, and scale Crusoe’s global Customer Support organization. - Develop and implement comprehensive account playbooks to drive Crusoe Cloud adoption and growth. - Manage and mentor teams troubleshooting issues across networking, Infiniband, distributed training, containerization, and large scale AI/ML workloads. - Work closely with engineering, SRE, and product to improve reliability and proactively address customer impacting issues. - Drive initiatives to reduce escalations, incidents, and outages, leveraging key KPIs and observability data. - Build and evolve a tiered support structure to support enterprise and AI-native customers at scale. - Translate support insights into clear recommendations for executive leadership. What You’ll Bring to the Team: - Leadership & Customer Operations Expertise: - 8–10+ years in customer support/operations leadership, ideally in cloud, infrastructure, or AI driven environments. - Proven ability to build and lead high-performing customer support teams. - Experience building support procedures, global processes, and structured escalation paths. - Ability to develop and implement customer tier support structures. - Technical & Strategic Acumen: - Technical expertise in one orchestration/scheduling technology, Linux, virtualization, and storage skills. - Familiarity with AI/ML workloads, distributed training frameworks, and inference systems. - Ability to speak at a technical level and think strategically about account growth. - Comfortable working with Engineering, Sales, Customer Success, and Product teams. - Problem-Solving & Collaboration: - Comfortable stepping into high-pressure customer situations and stabilizing escalations. - Ability to collaborate effectively with engineering and product teams. - Strong ability to drive initiatives to reduce incidents and improve customer experience. Key Requirements: - Proven experience in building and scaling customer support organizations. - Strong understanding of enterprise and tiered support models. - Ability to develop and implement strategic account playbooks. - Technical proficiency across cloud, Linux, container ecosystems, and/or distributed systems. - Excellent communication, leadership, and cross-functional influence. - Experience supporting or working with AI/ML infrastructure is a strong plus. Benefits: Crusoe also offers a competitive benefits package designed to support financial security, health, and overall well-being, including pension contributions, private health and dental insurance, income protection, life assurance, and more.   Compensation: Compensation will be paid as a salary or hourly. Compensation to be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data. Crusoe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/ orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.