Head of AI/GPU Infrastructure Support

The San Francisco Compute Company; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Equity grant

Visa sponsorship

401(k) matching

Medical insurance

Dental insurance

Vision insurance

Unlimited PTO

Parental leave

Lunch provided

Office book budget

Job summary

The San Francisco Compute Company is seeking a hands-on Customer Support Lead to own day-to-day support and customer success. You will build the team, tooling, and metrics that keep customers live, productive, and loyal, with rapid problem resolution.

This is a builder’s seat: you’ll shape how support scales as we grow, deliver end-to-end experiences, and partner with engineering on incident response, with on-site presence in San Francisco 3–4 days a week.

Qualifications

• 5+ years in customer support, technical support, or customer success with team leadership.
• 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 with CSAT, response and resolution times, and SLA data.

Responsibilities

• Lead and grow a support function partnering with engineers to deliver world-class end-to-end customer support.
• Build and maintain runbooks, SOPs, and escalation paths used daily.
• Partner with Engineering to evolve support coverage and scheduling to meet SLAs.
• Drive the customer support experience end to end; own CSAT, first-response, time-to-resolve, and SLA compliance.
• Coordinate with colocation/data-center partners and hardware OEMs on escalations.
• Own the support stack—ticketing, monitoring, knowledge base—and keep it clean.
• Instrument the work and automate repeatable parts using AI-driven tooling.

Skills

Team leadership

Customer success management

SLA management

Data-driven decisions

Incident response coordination

Clear communication

Technical support (cloud/infra)

AI/automation tooling

Tools

Ticketing systems

Monitoring/alerting tools

Knowledge base software

AI-driven tooling

Job description

The San Francisco Compute Company is seeking a hands-on Customer Support Lead to own day-to-day support and customer success. You will build the team, tooling, and metrics that keep customers live, productive, and loyal, with rapid problem resolution.

This is a builder’s seat: you’ll shape how support scales as we grow, deliver end-to-end experiences, and partner with engineering on incident response, with on-site presence in San Francisco 3–4 days a week.