Customer Support Engineer

San Francisco Compute (SFC) exists to give ambitious teams large scale supercomputers without taking on a catastrophic balance sheet risk. We are building the next generation of AI infrastructure, making large-scale GPU computing more accessible, flexible, and financially sustainable.

Unlike traditional GPU cloud providers, SFC combines supercomputer development and operations with an innovative compute marketplace, giving customers the flexibility to scale without the risks of rigid, long-term contracts.

We are a fast-growing team of ambitious, technically driven people working to shape the future of AI infrastructure. Our leadership team brings deep experience from Lambda, Crusoe, AWS, DigitalOcean, Hut 8, and Voltage Park, with a track record of deploying 8GW of data center capacity and hundreds of thousands of GPUs.

There has never been a more critical moment in history, and it is up to us to shape it on behalf of those who come after us. If you're excited by complex challenges, bold ideas, and meaningful impact, we'd love to meet you.

What You'll Do

Customer-Facing Support

• 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, spanning both scheduling/orchestration problems and performance issues

• Communicate clearly with technical customers under pressure - set expectations, give real status updates, close the loop

• Hand off cleanly across timezones so customers never feel the seams of follow-the-sun coverage

Technical Troubleshooting & Escalation

• Use monitoring and alerting tools to diagnose issues before or as customers report them

• Escalate hardware, data-center, or facility-level issues to the right internal or external party (engineering, colo partners, hardware OEMs) with a clear, well-documented handoff

• Serve as a first responder on incidents, working alongside engineering through to resolution

Process & Tooling

• Work from and help improve runbooks, SOPs, and the knowledge base - flag gaps, don't just work around them

• Use AI-assisted tooling to work faster without losing quality or judgment

• Track and care about your own CSAT, first-response, and time-to-resolve numbers - these aren't just manager metrics, they're your feedback loop

About You

• 3-5 years in technical support, customer support engineering, or a similar customer-facing technical role

• Comfortable troubleshooting infrastructure-level issues - Linux administration, basic shell or Python scripting, and hands-on use of monitoring/observability tools (e.g. Prometheus, Grafana, Datadog); GPU/AI/HPC experience is a strong plus, not a requirement

• Can explain technical problems clearly to both technical customers and internal engineering teams

• Calm under pressure - you don't rattle when a customer is frustrated or a system is down

• Comfortable working shift-based hours as part of a 24/7 global coverage model, including occasional after-hours, weekend, or holiday coverage during incidents

• Genuinely care about getting the customer to a good outcome, not just closing the ticket

• Excited to help build process and coverage from scratch, not just operate inside an existing one

• Excellent written communication skills, to both customers and internal teams

Nice to Haves

• Experience with GPU/AI infrastructure, specialized hardware, or managed services

• Familiarity with data-center or colocation operations

• Experience with modern support tooling (ticketing, monitoring/alerting platforms) and AI-assisted workflows

• Scripting or basic programming ability for diagnostics and automation

• Experience with incident management

Generous equity grant

Team members are offered a competitive salary along with equity in the company

Retirement matching

We match 401(k) plans up to 4%

Medical, dental & vision

We offer highly competitive medical, dental, vision insurance for employees and dependents.

Time off

We offer unlimited paid time off as well as 10+ observed holidays

Parental leave

We offer biological, adoptive, and foster parents paid time off to spend quality time with family

Daily lunch

We cover lunch daily for employees

Unlimited office book budget

You can buy as many books for the office as you want

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.