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Job type
Full-time
Work mode
Not listed
Level
Not listed
Department
Customer Service
Experience
3+ years experience
Posted
Sep 28, 2026
About the role
What You'll Do
Customer-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
