Senior Director, Engineering, Customer Engineering AI Team

What you'll do

• Establish the end-to-end Customer Engineering operating model including triage tiers, response SLAs, and hotfix protocols.
• Serve as the senior engineering authority for high-stakes production issues and present root cause analyses to customer executives.
• Architect and deploy AI-driven diagnostic tools and automated workflows to reduce mean time to resolution.
• Manage the interface between Customer Engineering and R&D to ensure all escalations are pre-triaged and scoped.
• Design and lead a rotation program to embed core R&D engineers into live customer troubleshooting scenarios.
• Translate field telemetry and incident data into actionable product roadmap enhancements for the engineering team.
• Recruit, mentor, and manage a high-caliber team of customer-facing engineers and frontline managers.
• Track and report on key operational metrics including resolution rates, SLA adherence, and customer satisfaction scores.

What we're looking for

• 15+ years of software, cloud, or security engineering experience in customer-facing, escalation, or SRE roles.
• Experience managing, structuring, and scaling engineering teams that triage complex distributed, multi-tenant cloud systems.
• Proven track record partnering with enterprise technical leadership and C-level executives during critical production incidents.
• Experience designing triage models, severity frameworks, SLA definitions, and on-call runbook rotations.
• Bachelor’s degree in Computer Science, Computer Engineering, or equivalent industry experience.
• Experience building or deploying AI agents, LLM-backed diagnostic tools, or intelligent workflow automation (preferred).
• Proven experience founding or standing up a Customer Engineering, Tier-3 Escalation, or Production Operations organization (preferred).
• Track record of managing people managers and scaling distributed, multi-region engineering teams (preferred).