What You'll DoCustomer-Facing Support- Own inbound support tickets and live escalations for enterprise customers running workloads on our GPU/AI infrastructure
- Triage and resolve technical issues across compute, networking, and platform layers, spanning both scheduling/orchestration problems and performance issues
- Communicate clearly with technical customers under pressure - set expectations, give real status updates, close the loop
- Hand off cleanly across timezones so customers never feel the seams of follow-the-sun coverage
Technical Troubleshooting & Escalation- Use monitoring and alerting tools to diagnose issues before or as customers report them
- Escalate hardware, data-center, or facility-level issues to the right internal or external party (engineering, colo partners, hardware OEMs) with a clear, well-documented handoff
- Serve as a first responder on incidents, working alongside engineering through to resolution
Process & Tooling- Work from and help improve runbooks, SOPs, and the knowledge base - flag gaps, don't just work around them
- Use AI-assisted tooling to work faster without losing quality or judgment
- Track and care about your own CSAT, first-response, and time-to-resolve numbers - these aren't just manager metrics, they're your feedback loop
About You- 3-5 years in technical support, customer support engineering, or a similar customer-facing technical role
- Comfortable troubleshooting infrastructure-level issues - Linux administration, basic shell or Python scripting, and hands-on use of monitoring/observability tools (e.g. Prometheus, Grafana, Datadog); GPU/AI/HPC experience is a strong plus, not a requirement
- Can explain technical problems clearly to both technical customers and internal engineering teams
- Calm under pressure - you don't rattle when a customer is frustrated or a system is down
- Comfortable working shift-based hours as part of a 24/7 global coverage model, including occasional after-hours, weekend, or holiday coverage during incidents
- Genuinely care about getting the customer to a good outcome, not just closing the ticket
- Excited to help build process and coverage from scratch, not just operate inside an existing one
- Excellent written communication skills, to both customers and internal teams
Nice to Haves- Experience with GPU/AI infrastructure, specialized hardware, or managed services
- Familiarity with data-center or colocation operations
- Experience with modern support tooling (ticketing, monitoring/alerting platforms) and AI-assisted workflows
- Scripting or basic programming ability for diagnostics and automation
- Experience with incident management
BenefitsGenerous equity grantTeam members are offered a competitive salary along with equity in the company
Visa SponsorshipsYes, we sponsor visas and work permits
Retirement matchingWe match 401(k) plans up to 4%
Medical, dental & visionWe offer competitive medical, dental, vision insurance for employees and dependents and cover 100% of premiums
Time offWe offer unlimited paid time off as well as 10+ observed holidays
Parental leaveWe offer biological, adoptive, and foster parents paid time off to spend quality time with family
Daily lunchWe cover lunch daily for employees
Unlimited office book budgetYou can buy as many books for the office as you want
