Customer Support Lead

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.

- 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

- 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

- 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

- 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

- 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