Customer Support Lead (AI Infrastructure)

TL;DR

Customer Support Lead (AI Infrastructure): Building and scaling technical customer support operations for enterprise GPU and AI infrastructure with an accent on team leadership, SLA performance, and incident coordination. Focus on designing repeatable support processes, automating workflows with AI, and resolving complex infrastructure, hardware, and data-center issues.

Location: San Francisco, CA; hybrid schedule with 3–4 days per week in the office. Domestic travel may be required.

Salary: $200,000–$270,000 per year plus equity.

Company

Builds a liquid market for GPU offtake to reduce risk in large-scale AI infrastructure financing.

What you will do

• Lead and grow the customer support function in partnership with engineering.
• Build runbooks, SOPs, escalation paths, and support coverage aligned with SLAs.
• Own the end-to-end customer support experience and improve CSAT, first-response time, resolution time, and SLA compliance.
• Coordinate incident response with engineering, colocation and data-center partners, and hardware OEMs.
• Own ticketing, monitoring, alerting, and knowledge-base tooling.
• Automate repeatable support workflows using sentiment analysis, automated triage, drafted responses, and other AI-enabled tools.

Requirements

• 5+ years of experience in customer support, technical support, or customer success, including team leadership.
• Experience supporting technical customers, ideally in cloud, infrastructure, GPU/AI, HPC, or data-center environments.
• Track record of building or improving support operations, processes, tooling, and SLAs.
• Strong experience using CSAT, resolution times, and SLA metrics to drive decisions.
• Comfort with AI and automation tooling; calm, organized, and customer-focused approach.
• Must be open to working from the San Francisco office 3–4 days per week; visa and work-permit sponsorship is available.

Nice to have

• Experience with 24/7 or multi-region support coverage.
• Familiarity with GPU/AI infrastructure, Linux, NVIDIA or AMD hardware, or managed services.
• Experience coordinating escalations with MSPs, colocation or data-center operators, and hardware OEMs.

Culture & Benefits

• Equity participation and competitive compensation.
• 401(k) matching up to 4%.
• Medical, dental, and vision insurance with 100% of employee and dependent premiums covered.
• Unlimited paid time off and 10+ observed holidays.
• Paid leave for biological, adoptive, and foster parents.
• Daily lunch and an office book-buying budget.