Customer Support Lead – Infrastructure Platform

🕒 il y a 7 mois

🐊 Florida – Distant

🐊 Florida – Remote

💵 $100 000 - $200 000 / an

⏰ Temps Plein

🟠 Senior

💝 Support Client

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Hydra Host

Site WebLinkedInTous les Emplois

11 - 50 employés

🔧 Matériel

🏢 Entreprise

🤖 Intelligence artificielle

💰 €10 000 000 Seed Round en 2022-04

Hardware • Enterprise • Artificial Intelligence

Hydra Host est un fournisseur de solutions de calcul haute performance, offrant un accès à des serveurs GPU dédiés à nu, optimisés pour les charges de travail d'IA et HPC. Leur plateforme permet aux utilisateurs d'accéder et de louer des GPU de premier plan à l'échelle mondiale, offrant des performances inégalées, une sécurité renforcée et des options de personnalisation complètes. L'infrastructure de Hydra Host inclut un marché, connu sous le nom de Brokkr, qui propose un large éventail de configurations et de solutions GPU adaptées aux applications critiques telles que l'intelligence artificielle, le big data et l'apprentissage automatique. Grâce à leurs solutions robustes, sécurisées et évolutives, Hydra Host garantit que les clients bénéficient d'un contrôle total sur leurs environnements serveurs, avec des options pour l'évolutivité et la préparation future. Les offres de l'entreprise sont reconnues par les entreprises leaders cherchant des solutions informatiques efficaces et innovantes.

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

🎯 Exigences

• 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

🏖️ Avantages

• 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