Remote Infrastructure Ops Lead — 24/7 Support

Calance, Inc.; United States; Remote; USD 90,000 - 110,000; Full time

Job summary

Calance is seeking an Infrastructure Operations Lead to own 24/7 support for HPC infrastructure. This remote role runs 1:00 PM–9:00 PM ET Monday–Friday, with on-call rotation and occasional travel to US data centers.

You will lead the Tier 1 Technical Support team, manage SLA performance, coordinate incident responses, and collaborate with Network Engineering to resolve complex issues while developing runbooks and improving processes.

Qualifications

• 5+ years in infrastructure operations, system administration, or technical support in data center, cloud, or enterprise environments.
• 2+ years leading or supervising a technical support or operations team.
• Experience running a 24/7, shift-based, SLA-driven support operation.
• Advanced Linux administration (scripting, log analysis, troubleshooting) and hands-on server hardware experience, including IPMI/BMC.
• Solid networking fundamentals (IP, DNS, ports, firewalls) and monitoring/alerting tools.
• Experience configuring SLAs and reporting in a ticketing system (e.g., Jira Service Management, Zendesk).
• Strong communication skills and sound judgment under pressure, including off-hours decision-making.
• Availability for a 1:00 PM – 9:00 PM ET schedule, weekend/holiday on-call rotation, and occasional travel.

Responsibilities

• Lead, train, and develop the Tier 1 Technical Support team; conduct 1:1s and provide input on performance reviews.
• Participate in hiring and onboarding new Tier 1 engineers.
• Own the 24/7 schedule (shift rotations, on-call, weekend and holiday coverage); set shift handoff standards and coordinate handoffs with day-shift.
• Review ticket quality and customer communications across the ticketing system, Slack, and email.
• Monitor first-response and resolution SLAs in real time and intervene before breaches occur.
• Report on support KPIs (SLA attainment, volume, backlog, resolution time, CSAT) and drive corrective actions on breaches.
• Serve as Tier 1's first escalation point, resolving issues that need backend access and routing complex issues to Network Engineering or senior engineering.
• Own customer communication on escalated issues through resolution; coordinate incident response during shift and contribute to post-incident reviews.
• Perform infrastructure health checks, firmware updates, and patch management, including after-hours maintenance windows.
• Handle RMAs and coordinate hardware replacements with OEMs, vendors, and on-site staff.
• Own support runbooks and the knowledge base; keep infrastructure documentation current.
• Identify recurring ticket trends and drive automation and process changes that reduce volume and improve response times.

Skills

Leadership

Communication

Linux administration

Networking fundamentals

SLA management

Education

Bachelor's degree in CS/IT

Tools

Jira Service Management

Zendesk

IPMI/BMC

Job description

Calance is seeking an Infrastructure Operations Lead to own 24/7 support for HPC infrastructure. This remote role runs 1:00 PM–9:00 PM ET Monday–Friday, with on-call rotation and occasional travel to US data centers.

You will lead the Tier 1 Technical Support team, manage SLA performance, coordinate incident responses, and collaborate with Network Engineering to resolve complex issues while developing runbooks and improving processes.