Customer Support Engineer – GPU/AI Infra

The San Francisco Compute Company; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Generous equity grant

Visa sponsorships

Retirement matching

Medical, dental & vision

Time off

Parental leave

Daily lunch

Unlimited office book budget

Job summary

San Francisco Compute is seeking a customer-facing support engineer to help enterprise customers run GPU/AI workloads with reliability and scale.

You will own tickets, triage complex issues across compute, network, and platform layers, and communicate clearly under pressure while coordinating with timezones for 24/7 coverage.

Join a team known for strong technical leadership, equity, and a mission to scale compute responsibly in a market-driven model.

Qualifications

• 3-5 years in technical support, customer support engineering, or a similar customer-facing technical role.
• Comfortable troubleshooting infrastructure-level issues - Linux administration, shell or Python scripting, and hands-on use of monitoring/observability tools (e.g. Prometheus, Grafana, Datadog).
• 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

Responsibilities

• 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.
• 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 with a clear handoff.
• Serve as a first responder on incidents, working alongside engineering through to resolution.
• 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

Skills

Linux admin

Shell scripting

Python scripting

Monitoring tools

Written communication

Tools

Prometheus

Grafana

Datadog

Job description

San Francisco Compute is seeking a customer-facing support engineer to help enterprise customers run GPU/AI workloads with reliability and scale.

You will own tickets, triage complex issues across compute, network, and platform layers, and communicate clearly under pressure while coordinating with timezones for 24/7 coverage.

Join a team known for strong technical leadership, equity, and a mission to scale compute responsibly in a market-driven model.