Head of Customer Engineering
anyscale
Head of Customer Engineering
About this role
Role mission
We are looking for a hands-on Head of Customer Engineering to lead our Support and Solutions Engineering organization. Your mission is to transform these teams into a proactive, customer-focused team that helps customers successfully onboard, adopt, and scale.
The main goal is to build a scalable support model, improve customer satisfaction, create clear processes, and make sure that Support, Solutions Engineering, Commercial, Product, and Engineering teams work together effectively.
Key responsibilities
Leadership & Operations
- Own the Customer Engineering organization (Support and Solutions Engineers).
- Lead team priorities, delivery, customer outcomes, and day-to-day operations.
- Build a modern, proactive, customer-oriented organization that scales with the business.
- Establish clear ownership, support processes, escalation paths, SLAs, and collaboration models across Product, Engineering, Sales, and Customer Success.
- Define how Solutions Engineers engage in customer onboarding, trials, POCs, enterprise deployments, escalations, and technical pre-sales activities.
- Ensure high-quality onboarding, internal knowledge sharing, customer documentation, and knowledge transfer from Engineering.
- Partner with Sales on enterprise customer discussions, solution design, and technical onboarding.
- Own operational KPIs, customer satisfaction, reporting, and process improvement.
- Participate directly in customer escalations, incidents, and critical operational activities.
- 5+ years of experience leading Technical Support, Professional Services, Solutions Engineering, Customer Success, Customer Engineering, or similar customer-facing technical organizations.
- Experience managing technical customer-facing teams.
- Hands-on approach to tickets, escalations, incidents, and process improvements.
- Experience with API-first, SaaS, infrastructure, fintech, blockchain, or developer platforms.
- Ability to build support processes, escalation models, KPIs, and reporting.
- Experience managing 24/7 support operations, incident management, on-call rotations, and SLA-driven organizations.
- Strong leadership and communication skills with the ability to collaborate effectively across Engineering, Product, Sales, Customer Success, and executive leadership.
Frequently Asked Questions
Is the salary disclosed for the Head of Customer Engineering position at Tatum?
The salary for this Head of Customer Engineering role at Tatum is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Head of Customer Engineering position at Tatum located?
This Head of Customer Engineering role at Tatum is based in Brno, South Moravian Region, Czechia. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Head of Customer Engineering role at Tatum full-time or part-time?
This is listed as a Full time position. It is posted as a Head of Customer Engineering role at Tatum.
How do I apply for the Head of Customer Engineering position at Tatum?
Click the "Apply Now" button on this page. You will be redirected to Tatum's official application portal hosted on workable where you can submit your application directly.
When was the Head of Customer Engineering job at Tatum posted?
This Head of Customer Engineering position at Tatum was posted on Jul 24, 2026. Apply as soon as possible — early applications are often reviewed first.
Head of Customer Engineering
Tatum
You'll be redirected to Tatum's official application page on workable.