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Hydra Host · 2 months ago

Customer Support Lead (Infrastructure Platform)

Miami, FL

Full-time

Onsite

Mid, Senior Level

4+ years exp

Hydra Host is a Founders Fund-backed NVIDIA cloud partner building the infrastructure platform that powers AI at scale. The Customer Support Lead will handle multi-tier support operations, manage vendor accountability, and build support infrastructure to ensure efficient operations as the company scales.

Artificial Intelligence (AI)Cloud InfrastructureDeveloper APIsWeb Hosting

Responsibilities

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

Qualification

Customer support experienceInfrastructure supportBuilding support processesTechnical conceptsAI/ML infrastructureSupport automationStellar communicationBias toward actionCustomer obsessionTechnical curiositySystems thinking