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About the Role

We are building a liquid market for GPU offtake, de-risking the largest infrastructure build-out in history. This role is the front line of our enterprise customer support and success, owning the team, tooling, and metrics to ensure customers remain live, productive, and loyal. You will build repeatable processes, escalate complex issues, and provide 24/7 customer assurance, shaping how support scales with company growth.

Responsibilities

Lead and grow a support function that will partner with our engineers for our customers
Build and maintain the runbooks, SOPs, and escalation paths the team operates against every day
Partner with Engineering leadership to evolve our support coverage and scheduling
Drive the customer support experience end to end
Own the metrics that matter - CSAT, first-response and time-to-resolve, SLA compliance - and drive them quarter over quarter
Partner with Engineering on incident response and escalation, coordinating with colocation/data-center partners, and hardware OEMs on deep technical or facility-level issues
Own the support stack - ticketing, monitoring/alerting, knowledge base - and keep it clean and useful
Instrument the work, then automate the repeatable parts
Use AI-driven tooling (sentiment analysis, automated triage, drafted responses) to extend the team's reach

Requirements

5+ years in customer support, technical support, or customer success, with experience leading a team
Experience supporting technical customers - ideally cloud, infrastructure, GPU/AI, HPC, or data-center adjacent
A track record of building or tightening a support operation (process, tooling, SLAs), not just running one
Metrics-obsessed - you live in CSAT, resolution times, and SLA data, and you use them to decide
Comfortable with AI/automation tooling and eager to make a small team punch above its weight
Calm under fire, organized, and genuinely cares about the customer

Skills

Customer Support
Technical Support
Customer Success
Team Leadership
Runbooks
SOPs
Escalation Paths
Customer Experience
CSAT
First-Response Time
Time-to-Resolve
SLA Compliance
Incident Response
Ticketing Systems
Monitoring/Alerting
Knowledge Base Management
Automation
AI-driven tooling
Sentiment Analysis
Automated Triage
Drafted Responses
GPU/AI Infrastructure
Linux
NVIDIA/AMD Hardware
Managed Services
MSPs
Colocation/Data-center Operators
Hardware OEMs

Location

San Francisco

Work Type

Hybrid
Domestic Travel

Experience Level

5+ years

Salary/Compensations

Competitive salary

Benefits

Generous equity grant
Competitive salary
Visa Sponsorships
401(k) matching up to 4%
Medical, dental, vision insurance (100% premium coverage for employees and dependents)
Unlimited paid time off
10+ observed holidays
Paid parental leave (biological, adoptive, and foster parents)
Daily lunch coverage
Unlimited office book budget

About the Company

We are building a liquid market for GPU offtake, de-risking the largest infrastructure build-out in history.
When people finance GPU clusters, the datacenters housing them, and the infrastructure powering them, they need "offtake" - meaning someone has signed a contract to lease the cluster for a period of time before its even built.
Financing a GPU cluster is inherently risky, since margins are thin and volumes are huge.
As AI scales, compute only becomes available to folks who can effectively take on that risk.
The San Francisco Compute Company is committed to maintaining a workplace free from discrimination and harassment.

Equal Opportunity

We make employment decisions based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, belief, national origin, social or ethical origin, age, physical, mental, or sensory disability, sexual orientation, gender identity or expression, marital status, civil union or domestic partnership status, past or present military service, HIV status, family medical history or genetic information, family or parental status including pregnancy, or any other status protected by law.
We welcome the opportunity to consider qualified applicants with prior arrest or conviction records. Our commitment to diversity includes hiring talented individuals regardless of their criminal history, in accordance with local, state, and federal laws, including San Francisco’s Fair Chance Ordinance and California’s ban-the-box laws.