Hybrid Engineering Manager, Support – Customer Engineering

at Baseten

• Job title: Engineering Manager, Support – Customer Engineering
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $150,000 - $225,000 per year
• Degree requirement: No Education Requirement
• Tech skills: Distributed Systems, Grafana, Kubernetes, Prometheus
• Location requirements: Hybrid, San Francisco, United States

About the role

• Engineering Manager leading Support Engineers to enhance observability and operational practices in AI production environments. Overseeing runtime debugging and incident resolution while fostering a customer-first mindset.

Responsibilities

• Lead, mentor, and scale a team of Support Engineers specializing in AI and ML production environments, fostering technical depth, accountability, and a customer-first mindset.
• Serve as a player-coach, directly contributing to complex troubleshooting, inference optimization, and incident resolution for high-value enterprise customers.
• Diagnose and resolve runtime issues impacting model performance, such as latency spikes, memory pressure, GPU scheduling, and concurrency management.
• Debug Kubernetes infrastructure (pods, controllers, networking) and observability stacks using tools like Grafana, Loki, and Prometheus.
• Own critical incidents end-to-end — coordinating across Engineering, Product, and Sales to ensure timely resolution, transparent communication, and SLA compliance.
• Drive continuous improvement by enhancing diagnostic runbooks, refining alerting strategies, and developing internal automation for faster root-cause analysis.
• Collaborate with product and platform teams to surface insights from production issues — shaping roadmap priorities around reliability, inference efficiency, and operational scalability.
• Lead initiatives that enhance observability, monitoring, and alerting for AI workloads across distributed compute environments.
• Balance tactical execution with strategic vision, ensuring your team not only resolves today’s issues but also builds systems that prevent tomorrow’s.

Requirements

• Proven experience leading or mentoring technical teams in Support Engineering, Infrastructure, or Site Reliability within production AI/ML or distributed systems environments.
• Deep Kubernetes troubleshooting expertise, including advanced resource debugging, runtime performance analysis, and observability-driven diagnostics.
• Hands-on experience managing distributed systems or AI products at scale — optimizing GPU/CPU utilization, batch sizing, concurrency, and memory efficiency.
• Expertise with observability and monitoring tools (Grafana, Prometheus, Loki) and alerting best practices.
• Skilled in incident management and customer escalation handling, with a proven ability to drive clarity and confidence in high-stakes situations.
• Demonstrated project management and organizational skills, capable of orchestrating multi-stakeholder efforts from incident triage through resolution and RCA.

Benefits

• Competitive compensation, including meaningful equity.
• 100% coverage of medical, dental, and vision insurance for employee and dependents
• Generous PTO policy including company wide Winter Break (our offices are closed from Christmas Eve to New Year's Day!)
• Paid parental leave
• Company-facilitated 401(k)
• Exposure to a variety of ML startups, offering unparalleled learning and networking opportunities.