Customer Support Lead — AI Infrastructure

San Francisco Compute Company; San Francisco (CA); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Generous equity grant

Competitive salary with equity

Visa sponsorships

401(k) retirement matching

Medical, dental & vision

Unlimited PTO and 10+ holidays

Parental leave

Daily lunch

Unlimited office book budget

Job summary

San Francisco Compute Company is seeking a hands-on Customer Support Lead to own day-to-day support and success—building the team, tooling, and processes that keep customers live, productive, and loyal.

You'll shape how support scales as we grow, partnering with engineering to deliver end-to-end support with fast incident response and effective escalation to data-center partners and OEMs.

Qualifications

• 5+ years in customer support, technical support, or customer success, with experience leading a team.
• Experience supporting technical customers — cloud, infrastructure, GPU/AI, HPC, or data-center adjacent.
• Track record of building or tightening a support operation (process, tooling, SLAs).
• Metrics-obsessed — CSAT, resolution times, and SLA data driving decisions.
• Comfortable with AI/automation tooling and scaling a small team.
• Calm under fire, organized, and customer-focused.
• Open to coming in to our San Francisco office 3-4 days per week.

Responsibilities

• Lead and grow a support function that will partner with our engineers to deliver world-class end-to-end customer support.
• Build and maintain runbooks, SOPs, and escalation paths for daily use.
• Partner with Engineering leadership to optimize coverage and scheduling aligned with SLAs.
• Drive the customer support experience end to end and own key metrics.
• Coordinate incident response with colocation/data-center partners and hardware OEMs.
• Own the support stack and implement AI-enabled workflows to extend the team's reach.

Skills

Customer support leadership

CSAT metrics

SLA management

AI/automation tooling

Incident coordination

Cloud/GPU/AI infrastructure knowledge

Tools

Ticketing systems

Monitoring/Alerting

Knowledge base

Job description

San Francisco Compute Company is seeking a hands-on Customer Support Lead to own day-to-day support and success—building the team, tooling, and processes that keep customers live, productive, and loyal.

You'll shape how support scales as we grow, partnering with engineering to deliver end-to-end support with fast incident response and effective escalation to data-center partners and OEMs.