Customer Support Lead

About the Role

We 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.

Responsibilities

Team & 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

Requirements

• 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
• Open to coming into our San Francisco office 3-4 days per week
• 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

Benefits

• Generous equity grant
• Competitive salary along with equity in the company
• Visa sponsorships available
• 401(k) matching up to 4%
• Medical, dental, and vision insurance—100% of premiums covered for employees and dependents
• Unlimited paid time off plus 10+ observed holidays
• Parental leave for biological, adoptive, and foster parents
• Daily lunch covered for employees
• Unlimited office book budget