Customer Success Engineering Visa Sponsorship Jobs in New York
Customer success engineering roles in New York are concentrated among fintech firms in Manhattan, SaaS companies across Midtown and the Flatiron District, and enterprise tech employers in Brooklyn and Long Island City. Companies like Salesforce, Twilio, and numerous Series B-to-D startups headquartered in New York actively hire for these hybrid technical-client-facing positions and have established visa sponsorship programs.
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Get Access To All JobsDive in and do the best work of your career at DigitalOcean. Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you'll find your place here. We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world.
We are looking for a Manager, Customer Success Engineering (AI & Cloud Support) who is passionate about delivering exceptional support experiences and building high-performing teams.
As a Manager, CSE (AI & Cloud Support) at DigitalOcean, you will operate as a Support Manager leading a team of Customer Success Engineers (CSEs) supporting strategic customers across cloud infrastructure and emerging AI/ML workloads. Reporting to the Senior Manager of Customer Success Engineering, you will own day-to-day support operations, team performance, and customer experience outcomes.
This role is focused on driving operational excellence while building strong technical depth within the team across AI, GPUs, Kubernetes, Databases and core cloud offerings. You will play a key role in ensuring consistent support coverage, developing SMEs, and partnering cross-functionally with Product and Engineering to improve both customer experience and product quality.
The ideal candidate brings a deep understanding of cloud and AI/ML ecosystems, including machine learning operations (MLOps), and enterprise support, combined with a passion for innovation and automation, and a proven ability to lead teams in delivering "white-glove" experiences for strategic customers.
What You'll Do:
Team Leadership & Development
- Lead, hire, train, mentor and develop a high-performing team of Customer Success Engineers (CSEs), driving accountability, performance, and career growth
- Establish performance metrics (KPIs/SLAs) and conduct regular 1:1s, performance reviews, and career development planning.
- Own end-to-end support operations, including queue management, escalations, and shift planning to ensure consistent 24x7 coverage.
- Drive improvements in key support metrics such as CSAT, response times, resolution times, and overall support quality.
- Build and strengthen technical expertise within the team across core areas such as Kubernetes (DOKS), Databases, Compute, and AI/ML workloads.
Strategic Customer Support
- Act as the ultimate point of technical escalation for our largest, most strategic enterprise customers across Cloud and AI/ML workloads, stepping in to manage critical incidents and high-severity (Sev1/Sev2) issues.
- Design and implement customized support plans, SLAs, and escalation pathways tailored to the needs of strategic accounts.
- Partner closely with Technical Account Managers (TAMs), Growth Account Managers (GAM) to conduct Executive Business Reviews (EBRs) and ensure customers are maximizing the value of our Cloud and AI/ML products.
- Proactively identify risks and opportunities within strategic accounts to improve customer experience, adoption, and retention.
Technical & Cross-Functional Operations
- Serve as the Voice of the Customer (VoC) to Product and Engineering teams, synthesizing support data to advocate for bug fixes, feature requests, and UX improvements.
- Own and continuously improve escalation protocols between AI/ML Support and CloudOps, Infrastructure Engineering, and Product — including Jira escalation routing, Sev1 bridge management, and post-incident documentation.
- Own the development and maintenance of SOPs, escalation runbooks, HVC support playbooks, and knowledge base content — treating documentation infrastructure as a core operational lever for team scalability.
- Contribute to the vision for AI and automation within support—building intelligent tooling and driving the team toward an automation-first model to improve efficiency, scalability, and customer experience.
- Foster a culture of continuous learning, ensuring the team stays ahead of evolving cloud technologies, AI/ML frameworks, and industry trends.
Key Metrics:
- Customer Satisfaction (CSAT) for strategic accounts
- Time to Response and Resolution (TTR) for strategic customers
- Tier 1 resolution rate vs. escalation rate
- Time-to-escalation and engineering handoff SLA adherence
- SLA adherence and escalation response times
- Support productivity and quality (QA scores)
- Post-incident documentation completion rate
What You'll Add to DigitalOcean:
- Experience: 5+ years of experience in Technical Support, Customer Success, or Technical Account Management within B2B SaaS, Cloud, or AI/ML environments ideally including experience supporting AI-native, high-growth companies with 24x7 production dependencies on GPU infrastructure.
- Leadership: 2+ years of people management experience leading technical, customer-facing teams, preferably in a high-growth, post-acquisition, or rapidly scaling environment.
- Technical Domain Expertise: Solid understanding of AI/ML concepts, including Generative AI, Large Language Models (LLMs), natural language processing (NLP), and MLOps. Deep familiarity with GPU infrastructure (NVIDIA H100/H200, bare metal GPU provisioning) and AI inference workloads is strongly preferred.
- Coding/Integration: Proficiency in reading and debugging code (Python preferred) and troubleshooting RESTful APIs and cloud architecture.
- Communication: Excellent verbal and written communication skills, with the ability to translate complex technical or AI concepts for diverse audiences OR to both highly technical engineers and non-technical business executives.
- Problem-Solving: Proven ability to remain calm under pressure and de-escalate high-stakes situations with enterprise clients.
Preferred Qualifications:
- Hands-on experience with ML frameworks (e.g., TensorFlow, PyTorch, Scikit-learn) and AI toolchains (e.g., LangChain, Hugging Face).
- Experience with major cloud platforms (AWS, Google Cloud, Azure) and their native AI/ML services.
- Bachelor's or Master's degree in Computer Science, Data Science, Engineering, or a related technical field.
- ITIL or equivalent service management certification.
Compensation Range:
- $125,000 - $153,000
This is a remote role
JR: 2026-7692
LI-Remote
Why You'll Like Working for DigitalOcean
- We innovate with purpose. You'll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud and AI so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy, like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions.
- We prioritize career development. At DO, you'll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth and development.
- We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
- We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program.
DigitalOcean is an equal-opportunity employer. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.
Application Limit: You may apply to a maximum of 3 positions within any 180-day period. This policy promotes better role-candidate matching and encourages thoughtful applications where your qualifications align most strongly.
Dive in and do the best work of your career at DigitalOcean. Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you'll find your place here. We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world.
We are looking for a Manager, Customer Success Engineering (AI & Cloud Support) who is passionate about delivering exceptional support experiences and building high-performing teams.
As a Manager, CSE (AI & Cloud Support) at DigitalOcean, you will operate as a Support Manager leading a team of Customer Success Engineers (CSEs) supporting strategic customers across cloud infrastructure and emerging AI/ML workloads. Reporting to the Senior Manager of Customer Success Engineering, you will own day-to-day support operations, team performance, and customer experience outcomes.
This role is focused on driving operational excellence while building strong technical depth within the team across AI, GPUs, Kubernetes, Databases and core cloud offerings. You will play a key role in ensuring consistent support coverage, developing SMEs, and partnering cross-functionally with Product and Engineering to improve both customer experience and product quality.
The ideal candidate brings a deep understanding of cloud and AI/ML ecosystems, including machine learning operations (MLOps), and enterprise support, combined with a passion for innovation and automation, and a proven ability to lead teams in delivering "white-glove" experiences for strategic customers.
What You'll Do:
Team Leadership & Development
- Lead, hire, train, mentor and develop a high-performing team of Customer Success Engineers (CSEs), driving accountability, performance, and career growth
- Establish performance metrics (KPIs/SLAs) and conduct regular 1:1s, performance reviews, and career development planning.
- Own end-to-end support operations, including queue management, escalations, and shift planning to ensure consistent 24x7 coverage.
- Drive improvements in key support metrics such as CSAT, response times, resolution times, and overall support quality.
- Build and strengthen technical expertise within the team across core areas such as Kubernetes (DOKS), Databases, Compute, and AI/ML workloads.
Strategic Customer Support
- Act as the ultimate point of technical escalation for our largest, most strategic enterprise customers across Cloud and AI/ML workloads, stepping in to manage critical incidents and high-severity (Sev1/Sev2) issues.
- Design and implement customized support plans, SLAs, and escalation pathways tailored to the needs of strategic accounts.
- Partner closely with Technical Account Managers (TAMs), Growth Account Managers (GAM) to conduct Executive Business Reviews (EBRs) and ensure customers are maximizing the value of our Cloud and AI/ML products.
- Proactively identify risks and opportunities within strategic accounts to improve customer experience, adoption, and retention.
Technical & Cross-Functional Operations
- Serve as the Voice of the Customer (VoC) to Product and Engineering teams, synthesizing support data to advocate for bug fixes, feature requests, and UX improvements.
- Own and continuously improve escalation protocols between AI/ML Support and CloudOps, Infrastructure Engineering, and Product — including Jira escalation routing, Sev1 bridge management, and post-incident documentation.
- Own the development and maintenance of SOPs, escalation runbooks, HVC support playbooks, and knowledge base content — treating documentation infrastructure as a core operational lever for team scalability.
- Contribute to the vision for AI and automation within support—building intelligent tooling and driving the team toward an automation-first model to improve efficiency, scalability, and customer experience.
- Foster a culture of continuous learning, ensuring the team stays ahead of evolving cloud technologies, AI/ML frameworks, and industry trends.
Key Metrics:
- Customer Satisfaction (CSAT) for strategic accounts
- Time to Response and Resolution (TTR) for strategic customers
- Tier 1 resolution rate vs. escalation rate
- Time-to-escalation and engineering handoff SLA adherence
- SLA adherence and escalation response times
- Support productivity and quality (QA scores)
- Post-incident documentation completion rate
What You'll Add to DigitalOcean:
- Experience: 5+ years of experience in Technical Support, Customer Success, or Technical Account Management within B2B SaaS, Cloud, or AI/ML environments ideally including experience supporting AI-native, high-growth companies with 24x7 production dependencies on GPU infrastructure.
- Leadership: 2+ years of people management experience leading technical, customer-facing teams, preferably in a high-growth, post-acquisition, or rapidly scaling environment.
- Technical Domain Expertise: Solid understanding of AI/ML concepts, including Generative AI, Large Language Models (LLMs), natural language processing (NLP), and MLOps. Deep familiarity with GPU infrastructure (NVIDIA H100/H200, bare metal GPU provisioning) and AI inference workloads is strongly preferred.
- Coding/Integration: Proficiency in reading and debugging code (Python preferred) and troubleshooting RESTful APIs and cloud architecture.
- Communication: Excellent verbal and written communication skills, with the ability to translate complex technical or AI concepts for diverse audiences OR to both highly technical engineers and non-technical business executives.
- Problem-Solving: Proven ability to remain calm under pressure and de-escalate high-stakes situations with enterprise clients.
Preferred Qualifications:
- Hands-on experience with ML frameworks (e.g., TensorFlow, PyTorch, Scikit-learn) and AI toolchains (e.g., LangChain, Hugging Face).
- Experience with major cloud platforms (AWS, Google Cloud, Azure) and their native AI/ML services.
- Bachelor's or Master's degree in Computer Science, Data Science, Engineering, or a related technical field.
- ITIL or equivalent service management certification.
Compensation Range:
- $125,000 - $153,000
This is a remote role
JR: 2026-7692
LI-Remote
Why You'll Like Working for DigitalOcean
- We innovate with purpose. You'll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud and AI so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy, like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions.
- We prioritize career development. At DO, you'll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth and development.
- We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
- We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program.
DigitalOcean is an equal-opportunity employer. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.
Application Limit: You may apply to a maximum of 3 positions within any 180-day period. This policy promotes better role-candidate matching and encourages thoughtful applications where your qualifications align most strongly.
Customer Success Engineering Job Roles in New York
See all Customer Success Engineering Jobs in New York
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Search Customer Success Engineering Jobs in New YorkCustomer Success Engineering Jobs in New York: Frequently Asked Questions
Which companies sponsor visas for customer success engineers in New York?
Enterprise software and fintech employers dominate H-1B visa sponsorship for customer success engineering roles in New York. Companies including Salesforce, MongoDB, Twilio, Datadog, and Bloomberg have filed Labor Condition Applications for these positions in recent years. Larger financial services firms with in-house tech platforms, such as Goldman Sachs and JPMorgan Chase, also sponsor for technical client-facing roles when candidates meet specialty occupation requirements.
Which visa types are most common for customer success engineering roles in New York?
The H-1B is the most common visa category for customer success engineers in New York, given that the role typically requires a bachelor's degree or higher in computer science, engineering, or a related technical field, satisfying the specialty occupation standard. Candidates from Australia may qualify for the E-3 visa, and Canadian and Mexican nationals may qualify under the TN visa category in certain circumstances. L-1B visas are also used when an employer is transferring a specialized knowledge employee from an overseas office.
How to find customer success engineering visa sponsorship jobs in New York?
Migrate Mate filters job listings specifically by visa sponsorship availability, making it straightforward to search for customer success engineering roles in New York without sifting through positions that won't support international candidates. You can narrow results by location within New York, including Manhattan, Brooklyn, and Long Island City, and identify employers with active sponsorship histories in this role category.
Which cities in New York have the most customer success engineering sponsorship jobs?
Manhattan accounts for the largest share of customer success engineering sponsorship activity in New York, particularly in the Midtown, Flatiron, and Hudson Yards tech corridors where SaaS and enterprise software companies cluster. Brooklyn, especially the DUMBO neighborhood, has grown as a secondary hub for tech employers. Long Island City in Queens and Buffalo, home to a growing health-tech sector, also see sponsorship hiring for these roles, though at lower volume.
Are there state-specific considerations for customer success engineering sponsorship jobs in New York?
New York State requires employers filing Labor Condition Applications to post LCA notices at each worksite, including remote or hybrid locations within the state, which affects how sponsoring employers document work arrangements. New York City's concentration of large H-1B-dependent employers means sponsorship processes are generally well-established, but competition for roles is high. Several universities including Cornell Tech on Roosevelt Island and Columbia University contribute a strong local pipeline of candidates, which can affect hiring timelines for open sponsorship positions.
What is the prevailing wage for sponsored customer success engineering jobs in New York?
U.S. employers sponsoring a visa must pay at least the prevailing wage, which is what workers in the same role, area, and experience level typically earn. The Department of Labor sets this rate to make sure companies aren't hiring foreign workers simply because they'd accept lower pay than a U.S. worker. It varies by job title, location, and experience. You can look up current prevailing wage rates for any occupation and location using the OFLC Wage Search page.