Customer Support Lead (Infrastructure Platform)

About

Hydra Host is a Founders Fund-backed NVIDIA cloud partner building the infrastructure platform that powers AI at scale. We connect AI Factories - high-performance GPU data centers - with the teams that depend on them : research labs training foundation models, enterprises running production inference, and developer platforms demanding scalable compute capacity.

This isn't a traditional support role. We're solving hard problems at the intersection of physical infrastructure and digital platforms. When a GPU cluster goes down, when AI team is experiencing network degradation, when an SLA on enterprise contract is breached, you're the person who ensures accountability, drives resolution, and documents what went wrong so it never happens again.

We've scaled fast, and our support systems need to catch up. You'll build them almost from scratch - establishing processes, defining SLAs, implementing tooling, and creating the operational discipline that ensures our infrastructure runs with the same precision as the silicon we deploy.

The AI infrastructure layer is being built right now. Companies are scrambling to secure GPU capacity, deploy clusters, and monetize excess compute. We're at the center of that transformation.

You'll work with world-class customers deploying next-gen AI hardware. You'll help solve real infrastructure challenges - not hypothetical SaaS edge cases. And you'll do it alongside a team that values craftsmanship, and moving fast without breaking things (especially GPUs).

What you'll do

• Handle multi-tier support operations. Manage support for demand-side users (developers and ML teams using GPU compute), enterprise clients (companies deploying private infrastructure), and supply-side operators (data centers running Brokkr). Each has different SLAs, escalation paths, and support needs
• Work with engineering to solve hard problems. Partner with infrastructure engineers and platform developers to troubleshoot complex issues. You'll figure out what's broken, pull in the right people, get to resolution, and make sure the same problem doesn't happen again
• Own vendor accountability. When hardware fails, firmware has issues, or deliveries are delayed, you're the quarterback. Track vendor performance, escalate issues, negotiate remediation, and ensure our customers aren't left holding the bag for supplier problems
• Manage SLA compliance and breaches. Define, track, and enforce SLAs across customer tiers and service types. When breaches occur, coordinate incident response, manage customer communication, and drive postmortem processes
• Build support infrastructure. Establish ticketing systems, escalation matrices, on-call rotations, playbooks, and knowledge bases. Create the scaffolding that lets support scale from hundreds of customers to tens of thousands without breaking
• Scale the function. As we grow, hire and mentor a support team. Build the culture and operating principles for support at Hydra Host

Required qualifications

Preferred qualifications

What we value

What we offer