Customer Support Engineer

The role

You will own inbound support tickets and live escalations for enterprise customers using GPU/AI infrastructure. You will triage technical issues across compute, networking, and platform layers while working with engineering to resolve incidents.

What you will do

• Own inbound support tickets and live escalations for enterprise customers
• Triage and resolve technical issues across compute, networking, and platform layers
• Communicate clearly with technical customers under pressure
• Hand off cleanly across timezones
• Use monitoring and alerting tools to diagnose issues
• Escalate hardware, data-center, or facility-level issues to internal or external parties
• Serve as a first responder on incidents
• Work from and help improve runbooks, SOPs, and the knowledge base
• Use AI-assisted tooling
• Track CSAT, first-response, and time-to-resolve numbers

Required qualifications

• 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
• Hands-on use of monitoring/observability tools (e.g. Prometheus, Grafana, Datadog)
• Can explain technical problems clearly to both technical customers and internal engineering teams
• Calm under pressure
• Comfortable working shift-based hours as part of a 24/7 global coverage model, including occasional after-hours, weekend, or holiday coverage during incidents
• Excellent written communication skills

Nice to have

• 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

Benefits

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

Before you apply

• We sponsor visas and work permits

About the company

San Francisco Compute builds data centers and supercomputers, then leases those machines on contracts that let customers sublease. They serve as a technical partner to build, operate, and lease supercomputers for financially motivated parties.