AI Infrastructure Support Lead — SLAs & Scale

SF Compute; San Francisco (CA); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Generous equity grant

Visa sponsorships

401(k) retirement matching

Medical, dental & vision insurance

Unlimited PTO + 10+ holidays

Parental leave

Job summary

SF Compute is building a liquid market for GPU offtake and operates AI infrastructure for enterprise customers. We are seeking a hands-on Customer Support Lead to own day-to-day customer support and success, shape the team, tooling, and metrics, and ensure customers stay productive and loyal.

You will scale processes as we grow and work closely with engineering to maintain fast, reliable support. You will lead end-to-end experience, drive CSAT and SLA performance, and partner with data-center

Qualifications

• 5+ years in customer support or customer success, with team leadership experience
• Experience supporting technical customers—cloud/infrastructure/GPU or data-center related
• Track record of building or tightening a support operation (process, tooling, SLAs)
• Data-driven mindset focused on CSAT, resolution times, SLA analytics
• Comfort with AI/automation tooling and scalable team practices
• Willingness to work in our San Francisco office 3–4 days per week
• Willing to travel domestically as needed

Responsibilities

• Lead and grow a support function in partnership with engineers to deliver end-to-end customer support
• Develop and maintain runbooks, SOPs, and escalation paths used daily by the team
• Coordinate with Engineering on incident response, escalations, and vendor/partner communications
• Own the support tooling stack: ticketing, monitoring, knowledge base, and automation
• Measure and improve CSAT, first response time, time-to-resolution, and SLA adherence

Job description

SF Compute is building a liquid market for GPU offtake and operates AI infrastructure for enterprise customers. We are seeking a hands-on Customer Support Lead to own day-to-day customer support and success, shape the team, tooling, and metrics, and ensure customers stay productive and loyal.

You will scale processes as we grow and work closely with engineering to maintain fast, reliable support. You will lead end-to-end experience, drive CSAT and SLA performance, and partner with data-center