Head of Customer Engineering at Etched.ai

San Jose, California, United States

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$200,000 – $275,000Compensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Artificial Intelligence, Semiconductors, HardwareIndustries

Requirements

Bachelor’s or Master’s degree in Electrical Engineering, Computer Engineering, or a related field (MBA is a plus)
8–15+ years of experience in customer engineering, applications engineering, field support, or systems integration
At least 3 years in a people management or technical leadership role
Proven success managing technical teams supporting complex hardware and software products in AI, semiconductor, or data center environments
Deep understanding of rack-scale system integration, power/network planning, diagnostics, and high-performance compute hardware

Responsibilities

Build, lead, and mentor a high-performing Customer Engineering and Applications team, including regional field engineers and on-site deployment specialists
Define and drive the team’s charter, structure, and processes to support pre-sales evaluations, deployment programs, escalations, and post-sales technical success
Establish a strong culture of ownership, responsiveness, and continuous improvement
Serve as a technical executive sponsor for key customer relationships, ensuring smooth onboarding, rapid integration, and scalable system support
Champion the customer experience internally by aligning technical resources to support critical customer milestones and issue resolution
Proactively identify and close gaps in customer enablement, support coverage, and system readiness
Oversee the creation and maintenance of all customer-facing documentation (e.g., system integration guides, rack power/network/thermal requirements, burn-in and diagnostics tools, software/firmware/CRU upgrade instructions)
Define RMA and field support workflows, including critical debug and escalation paths
Develop scalable programs for training, diagnostics, and support tools to improve serviceability
Act as a key partner to engineering, product, operations, and manufacturing teams to ensure customer insights drive roadmap priorities and support readiness
Participate in cross-functional reviews to ensure new products are launch-ready with proper enablement and support
Influence tools and infrastructure needed to scale deployments, including automation, telemetry, and remote monitoring
Oversee technical support for rack-scale deployments, including on-site support, lab validation, and issue triage
Establish regional coverage strategies and travel policies for support team deployment
Manage high-priority escalations and represent the technical voice of the customer at all levels of the organization

Skills

Key technologies and capabilities for this role

Team LeadershipCustomer OnboardingDeploymentAI InfrastructureHardware EngineeringSoftware EngineeringEscalation ManagementProduct RoadmapTechnical SponsorshipField Engineering

Questions & Answers

Common questions about this position

What is the salary range for the Head of Customer Engineering role?

The salary range is $200K - $275K.

Is this position remote or onsite?

This is an onsite position.

What are the key skills needed for this role?

The role requires hands-on leadership, strategic thinking, operational execution, team management, and cross-functional collaboration skills.

What is the company culture like at Etched.ai?

The company emphasizes building a high-performing team with a strong culture of ownership, responsiveness, and continuous improvement.

What makes a strong candidate for this position?

Strong candidates will have experience in leadership and team management, customer experience ownership, program development, and cross-functional collaboration in AI infrastructure or hardware deployments.

Etched.ai

Develops servers for transformer inference

About Etched.ai

The company specializes in developing powerful servers for transformer inference, utilizing transformer architecture integrated into their chips to achieve highly efficient and advanced technology. The main technologies used in the product are transformer architecture and advanced chip integration.

Cupertino, CA, USAHeadquarters

2022Year Founded

$5.4MTotal Funding

SEEDCompany Stage

HardwareIndustries

11-50Employees