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About the Role
San Francisco Compute provides large-scale supercomputers to ambitious teams, mitigating the financial risks associated with traditional GPU cloud providers. We build and operate data centers and supercomputers, leasing them to customers with flexible subleasing options. Our mission is to derisk GPU cluster acquisition and operation for our clients, offering custom solutions and outperforming traditional brokered contracts.
Responsibilities
- Own inbound support tickets and live escalations for enterprise customers running workloads on our GPU/AI infrastructure.
- Triage and resolve technical issues across compute, networking, and platform layers, including scheduling, orchestration, and performance issues.
- Communicate clearly with technical customers under pressure, setting expectations, providing status updates, and ensuring follow-through.
- Ensure clean handoffs across timezones for seamless follow-the-sun coverage.
- Use monitoring and alerting tools to diagnose issues proactively.
- Escalate hardware, data-center, or facility-level issues with clear, documented handoffs to internal or external parties.
- Serve as a first responder on incidents, working with engineering to achieve resolution.
- Work from and contribute to runbooks, SOPs, and the knowledge base, identifying and addressing gaps.
- Utilize AI-assisted tooling to enhance efficiency and quality.
- Track and manage personal CSAT, first-response, and time-to-resolve metrics.
Requirements
- 3-5 years in technical support, customer support engineering, or a similar customer-facing technical role.
- Comfortable troubleshooting infrastructure-level issues, including Linux administration, basic shell or Python scripting, and hands-on use of monitoring/observability tools.
- Ability to explain technical problems clearly to both technical customers and internal engineering teams.
- Calm demeanor under pressure.
- Comfortable working shift-based hours as part of a 24/7 global coverage model, including occasional after-hours, weekend, or holiday incident coverage.
- Genuine commitment to achieving positive customer outcomes.
- Enthusiasm for building processes and coverage from scratch.
- Excellent written communication skills for both customer and internal communications.
Skills
- Linux administration
- Shell scripting
- Python scripting
- Monitoring tools (e.g. Prometheus, Grafana, Datadog)
- Customer support
- Technical troubleshooting
- Incident management
- AI-assisted tooling
- GPU/AI infrastructure (preferred)
- Specialized hardware (preferred)
- Managed services (preferred)
- Data-center operations (preferred)
- Colocation operations (preferred)
- Modern support tooling
- Ticketing platforms
- Alerting platforms
- Scripting
- Programming
Location
- San Francisco
Work Type
- Full-time
- Shift-based
- 24/7 global coverage model
Experience Level
- 3-5 years
Salary/Compensations
- Competitive salary
Benefits
- Generous equity grant
- Visa sponsorships
- 401(k) matching up to 4%
- Medical, dental, and vision insurance (100% premium coverage for employees and dependents)
- Unlimited paid time off
- 10+ observed holidays
- Paid parental leave (biological, adoptive, and foster)
- Daily lunch coverage
- Unlimited office book budget
About the Company
- San Francisco Compute provides large-scale supercomputers to ambitious teams, mitigating the financial risks associated with traditional GPU cloud providers.
- We build and operate data centers and supercomputers, leasing them to customers with flexible subleasing options.
- Our mission is to derisk GPU cluster acquisition and operation for our clients, offering custom solutions and outperforming traditional brokered contracts.
- Our team includes senior and technical leadership from Lambda, Crusoe, Digital Ocean, AWS, and Hut8.
- Our CTO is the cofounder and former CEO of Voltage Park.
- Our team has deployed 8GW of datacenter capacity and hundreds of thousands of GPUs.
- We are described as having 'the highest talent density in the space.'
Equal Opportunity
- The San Francisco Compute Company is committed to maintaining a workplace free from discrimination and harassment.
- 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.