Manager, Technical Support Engineering (Bare Metal)

Location: San Francisco, CA; Seattle, WA; or Sunnyvale, CA, United States. Travel of up to 30% annually is required. The position requires access to export-controlled information and may require U.S. person status or eligibility for applicable export authorization.

Salary: $157,000–$210,000 base salary, plus discretionary bonus, equity awards, and benefits.

Company

AI cloud infrastructure company providing high-performance compute, tools, and technical expertise for AI labs, startups, and enterprises.

What you will do

• Lead infrastructure support operations across multiple client environments and physical compute locations.
• Build and manage a dedicated bare metal infrastructure support team.
• Oversee infrastructure incidents, escalations, hardware operations, and customer communications.
• Improve support processes, reliability, operational efficiency, and downtime performance.
• Partner with product, infrastructure, engineering, and other internal teams to deliver infrastructure resources.
• Mentor engineers and develop team capabilities through coaching, training, and performance management.

Requirements

• 5+ years of experience leading teams in infrastructure support, data center operations, or physical compute environments.
• Hands-on Linux system administration and command-line experience.
• Experience diagnosing, troubleshooting, replacing, and managing server, power, cabling, CPU, and GPU hardware.
• Knowledge of rack-scale GPU infrastructure, including NVIDIA A100/H100 systems, PCIe, NVLink, and liquid cooling, or the ability to learn HPC environments quickly.
• Experience owning production-impacting incidents, client escalations, ticket workflows, and operational metrics such as MTTR, SLOs, backlog, and ticket trends.
• Experience managing scheduling, shift coverage, and team logistics in 24/7 or hybrid support environments.

Nice to have

• Experience scaling infrastructure support teams in high-growth environments.
• Server and GPU hardware lifecycle management, including deployment, maintenance, thermal and power management, RMA coordination, and decommissioning.
• Familiarity with AI/ML workloads, cluster utilization, and GPU-heavy customer infrastructure.

Culture & Benefits

• Entrepreneurial, collaborative, fast-paced environment focused on innovative infrastructure solutions.
• Medical, dental, and vision insurance fully paid by the employer, plus life and disability insurance.
• 401(k) with employer match, flexible spending and health savings accounts, and employee stock purchase program.
• Flexible PTO, paid parental leave, tuition reimbursement, mental wellness benefits, and family-forming support.
• Flexible childcare support, catered meals at office and data center locations, and a casual work environment.