Customer Support Lead; Infrastructure Platform

About Hydra Host

Hydra Host is a Founders Fund‑backed NVIDIA cloud partner building the infrastructure platform that powers AI  connect AI Factories – high‑performance GPU data centers – with the teams that depend on them: research labs training foundation models, enterprises running production inference, and developer platforms demanding scalable compute capacity. This isn’t a traditional support role. We’re solving hard problems at the intersection of physical infrastructure and digital platforms, ensuring accountability, driving resolution, and documenting lessons so issues don’t recur.

• Handle multi‑tier support operations for demand‑side users (developers and ML teams), enterprise clients, and supply‑side operators, each with distinct SLAs, escalation paths, and support needs.
• Work with engineering to troubleshoot complex issues, identify root causes, and prevent recurrence.
• Own vendor accountability: track performance, escape issues, negotiate remediation, and protect customers from supplier problems.
• Manage SLA compliance and breaches: define, track, enforce SLAs, coordinate incident response, and drive post‑mortem processes.
• Build support infrastructure: establish ticketing systems, escalation matrices, on‑call rotations, playbooks, and knowledge bases to scale from hundreds to tens of thousands of customers.
• Scale the function: hire, mentor, and grow a support team while building culture and operating principles for support at Hydra Host.

• 4+ years in customer support, success, or operations roles at technical B2B companies.
• Experience supporting infrastructure, critical, or physical products where uptime and reliability matter.
• A track record of building support processes and scaling them through rapid growth.
• Comfortable with technical concepts: APIs, server infrastructure, networking basics, cloud platforms.
• Stellar communication skills – able to explain complex technical issues clearly to non‑technical stakeholders.
• Bias toward action and ownership; you see a problem, you fix it.

• Experience in AI/ML infrastructure, GPU compute, or data center operations.
• Experience implementing system automation and AI agent support bots.
• Familiarity with modern support & CRM platforms such as Zendesk, Intercom, Pylon, Linear, or Hub Spot.
• Prior experience managing or mentoring support teams.

• Customer obsession – genuinely care about solving customer problems, communicate proactively, and never leave customers in the dark.
• Principled thinking – make decisions based on clear principles, not politics or convenience.
• Technical curiosity – love learning how things work, even outside your immediate domain.
• Systems thinking – identify root causes and build solutions that prevent recurrence.

• Equity ownership – meaningful stake in what we’re building together.
• Competitive salary – we pay fairly and transparently.
• Healthcare coverage – medical, dental, vision for you and your dependents.
• Fully remote team – remote‑first with hubs in Phoenix, Boulder, Miami, and periodic team offsites.
• Direct impact – your work will shape how thousands of GPU clusters get deployed and operated; early team means your fingerprints are on everything.