ABOUT THE ROLEWe run GPU and AI infrastructure for enterprise customers, and support is the front line of that experience. We're hiring a hands-on Customer Support Lead to own day-to-day customer support and success - the team, the tooling, and the metrics that keep customers live, productive, and loyal. You'll build a repeatable process where there's little or none, escalate hard problems fast, and make customers feel like we've got their back 24/7. It's a builder's seat: you'll shape how support scales as we grow.
WHAT YOU WILL OWNTeam & Operations- Lead and grow a support function that will partner with our engineers for our customers
- Build and maintain the runbooks, SOPs, and escalation paths the team operates against every day
- Partner with Engineering leadership to evolve our support coverage and scheduling so response is fast and consistent - right-sized to our SLAs, not over- or under-staffed
Customer Experience & SLAs- Drive the customer support experience end to end; be the reason customers stay
- Own the metrics that matter - CSAT, first-response and time-to-resolve, SLA compliance - and drive them quarter over quarter
- Partner with Engineering on incident response and escalation, coordinating with colocation/data-center partners, and hardware OEMs on deep technical or facility-level issues
Tooling & AI-Enabled Workflows- Own the support stack - ticketing, monitoring/alerting, knowledge base - and keep it clean and useful
- Instrument the work, then automate the repeatable parts. Use AI-driven tooling (sentiment analysis, automated triage, drafted responses) to extend the team's reach. We iterate into automation as we learn the failure modes - we don't bolt it on blind
ABOUT YOU- 5+ years in customer support, technical support, or customer success, with experience leading a team (dotted line and solid line alike)
- Experience supporting technical customers - ideally cloud, infrastructure, GPU/AI, HPC, or data-center adjacent. You don't have to be an engineer
- A track record of building or tightening a support operation (process, tooling, SLAs), not just running one
- Metrics-obsessed - you live in CSAT, resolution times, and SLA data, and you use them to decide
- Comfortable with AI/automation tooling and eager to make a small team punch above its weight
- Calm under fire, organized, and genuinely cares about the customer
- You're open to coming in to our San Francisco office 3-4 days per week
- You're open to domestic travel when required
NICE TO HAVES- 24/7 or multi-region support coverage experience
- Familiarity with GPU/AI infrastructure, Linux, NVIDIA/AMD hardware, or managed services
- Experience coordinating with MSPs, colocation/data-center operators, or hardware OEMs on escalations
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
