Customer Support Lead – Infrastructure Platform

October 29

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

💵 $100k - $200k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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Hydra Host

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Hardware • Enterprise • Artificial Intelligence

Hydra Host is a provider of high-performance computing solutions, offering dedicated bare metal GPU server access optimized for AI and HPC workloads. Their platform allows users to access and rent top-tier GPUs globally, providing unparalleled performance, security, and customization. Hydra Host's infrastructure includes a marketplace, known as Brokkr, that offers a wide array of GPU configurations and solutions tailored for mission-critical applications such as AI, big data, and machine learning. Through their robust, secure, and scalable solutions, Hydra Host ensures customers enjoy full control over their server environments, with options for scalability and future-readiness. The company's offerings are trusted by leading firms seeking efficient and innovative computing solutions.

11 - 50 employees

🔧 Hardware

🏢 Enterprise

🤖 Artificial Intelligence

💰 $10M Seed Round on 2022-04

📋 Description

• Handle multi-tier support operations. • Manage support for demand-side users (developers and ML teams using GPU compute), enterprise clients (companies deploying private infrastructure), and supply-side operators (data centers running Brokkr). Each has different SLAs, escalation paths, and support needs • Work with engineering to solve hard problems. Partner with infrastructure engineers and platform developers to troubleshoot complex issues. You'll figure out what's broken, pull in the right people, get to resolution, and make sure the same problem doesn't happen again • Own vendor accountability. When hardware fails, firmware has issues, or deliveries are delayed, you're the quarterback. Track vendor performance, escalate issues, negotiate remediation, and ensure our customers aren't left holding the bag for supplier problems • Manage SLA compliance and breaches. Define, track, and enforce SLAs across customer tiers and service types. When breaches occur, coordinate incident response, manage customer communication, and drive postmortem processes • Build support infrastructure. Establish ticketing systems, escalation matrices, on-call rotations, playbooks, and knowledge bases. Create the scaffolding that lets support scale from hundreds of customers to tens of thousands without breaking • Scale the function. As we grow, hire and mentor a support team. Build the culture and operating principles for support at Hydra Host

🎯 Requirements

• 4+ years in customer support, success, or operations roles at technical B2B companies • Experience supporting infrastructure, critical, or physical products where uptime and reliability matter • Track record of building support processes and systems and scaling them through rapid growth • Comfortable with technical concepts: APIs, server infrastructure, networking basics, cloud platforms • Stellar communication skills - you can explain complex technical issues clearly to non-technical stakeholders • Bias toward action and ownership. You see a problem, you fix it

🏖️ Benefits

• Equity ownership – Meaningful stake in what we're building together • Competitive salary – We pay fairly and transparently • Healthcare coverage – Medical, dental, vision for you and your dependents • Fully remote team – Remote-first with hubs in Phoenix, Boulder, Miami and periodic team offsites • Direct impact – Your work will shape how thousands of GPU clusters get deployed and operated. Early team means your fingerprints are on everything