Customer Support Engineer

Job description

# About San Francisco Compute San Francisco Compute exists to give ambitious teams large scale supercomputers without taking on a catastrophic balance sheet risk. Most GPU clouds force you to sign long term contracts with no way out. If you underbuy, you miss the window. If you overbuy, you’ll blow up with no way out. It’s a desperate gamble that San Francisco Compute does not force you to play. Originally, SFC was an AI lab that bought too big of a GPU cluster and was forced to sublease it or go under. Today, we build data centers, supercomputers, and then lease those machines on contracts that let our customers sublease. More than anyone else in the industry, we deeply felt the pain and fear of being forced to bet the farm with your neocloud vendor. To make it possible to sublease, we invented the first compute market and became the first one to offer physical settlement. That means we operate GPU clusters like a neocloud and derisk our customers like a market. Customers buying GPU clusters don’t want to work through a network of brokers. They want to transact with the folks that have the keys to the cluster and can own the SLA. To keep the industry safe from unnecessary risk, SFC needs to scale fast. To do that, we serve financially motivated parties as a technical partner to build, operate, & lease supercomputers on their behalf. Basically, we help folks who want an economic return build GPU clusters on their balance sheet, but operated in full by us. That allows us to retain the technical control needed to operate a cloud, but scale fast like a market. SFC’s ability to offer subleasing can significantly increase the levered returns for cluster owners. Our hybrid model out-performs brokered contracts or other “compute markets”, who have to go through a network of counterparties to solve problems. It also lets us design custom solutions for our customers, like clusters deployed in regions next to your dataset or physical eval set or a large CPU fleet deployed colocated with your GPU cluster. Our team includes senior & technical leadership from places like Lambda, Crusoe, Digital Ocean, AWS, and Hut8. Our CTO is the cofounder and former CEO of Voltage Park. In prior roles, our team has deployed 8GW of datacenter capacity & hundreds of thousands of GPUs. We’ve been described as having “the highest talent density in the space.” If you are an honorable, gritty person with eyes wide open & good epistemics, who wants to see AI go right, we’d love to work with you. There has never been a more critical moment in history and it is up to us to shape it on behalf of those who come after us. ## **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 - Experience with incident management # **Benefits** ## ## Generous equity grant Team members are offered a competitive salary along with equity in the company ## Visa Sponsorships Yes, we sponsor visas and work permits ## Retirement matching We match 401(k) plans up to 4% ## Medical, dental & vision We offer competitive medical, dental, vision insurance for employees and dependents and cover 100% of premiums ## Time off We offer unlimited paid time off as well as 10+ observed holidays ## Parental leave We offer biological, adoptive, and foster parents paid time off to spend quality time with family ## Daily lunch We cover lunch daily for employees ## Unlimited office book budget You can buy as many books for the office as you want The San Francisco Compute Company is committed to maintaining a workplace free from discrimination and harassment. We make employment decisions based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, belief, national origin, social or ethical origin, age, physical, mental, or sensory disability, sexual orientation, gender identity or expression, marital status, civil union or domestic partnership status, past or present military service, HIV status, family medical history or genetic information, family or parental status including pregnancy, or any other status protected by law. We welcome the opportunity to consider qualified applicants with prior arrest or conviction records. Our commitment to diversity includes hiring talented individuals regardless of their criminal history, in accordance with local, state, and federal laws, including San Francisco’s Fair Chance Ordinance and California’s ban-the-box laws.