Regional Support Lead

SambaNova is hiring a Regional Customer Support Lead to provide exceptional technical support leadership for SambaNova SambaRack, SambaStack and SambaCloud product offerings.

This individual will be responsible for:

Whole stack technical support of high end computing environments

Assist and mentor junior support engineers

Be “ the face” of SambaNova Customer Support in your geography

Assisting customers in debugging Machine Learning Models

Work in close relation with the global support lead and other regional leads to maintain and continuously improve  support processes and procedures

Author and/or review internal and external facing knowledge articles

Assist engineering by testing  new features before they are released

Contribute to and review Product Documentation

Provide feedback to engineering  via Jira

Participate in on-call rotations as required

Coordinate closely with site reliability engineers  with the goal of reducing  reactive customer issues

Coordinate closely with field service representatives with the goal of reducing maintenance windows when they occur

Basic Qualifications

Customer focused.

Bachelor's degree required  or 7+ years of documented customer support experience supporting high demand enterprise customers or 10+ years of documented customer support experience supporting high demand enterprise customers.

An understanding of AI and machine learning  terminology.

Superior relationship and customer management skills that effectively builds trust.

Exceptional communication and presentation skills that build confidence and credibility with customers.

Excellent interpersonal, planning, and organizational skills.

Experience with AI assisted development and co-work

Additional Required Qualifications

Demonstrated Redhat Linux administration and debugging skills.

Demonstrated experience supporting  container based solutions.

Demonstrated experience of kubernetes

Demonstrated knowledge of shell scripting  and either go, or Python.

Demonstrated knowledge of troubleshooting computer networking.

Demonstrated knowledge of ITSM

Preferred Qualifications

Experience working in a high-growth startup

Experience with new technologies

A team player who demonstrates humility

Action-oriented with a focus on speed & results

Ability to thrive in a no-boundaries culture & make an impact on innovation

Base Salary Range:

Base Pay Range

$198,000—$242,000 USD