Full Stack Support Engineer

SambaNova Systems is building the infrastructure for the next era of AI. In this role, you will serve as the technical support lead for customers, providing full-stack technical support and collaborating with engineering and product teams to enhance support processes.

Responsibilities:

• Own end-to-end technical support for customers in your region across SambaRack, SambaStack, and SambaCloud
• Serve as the regional support lead and primary technical point of contact for your customer base
• Support customers in debugging machine learning models and resolving complex, full-stack computing environment issues
• Participate in on-call rotations as required to ensure continuous coverage for production environments
• Partner with the global support lead and other regional leads to maintain and continuously improve support processes and procedures
• Coordinate with site reliability engineers to proactively reduce reactive customer issues
• Coordinate with field service representatives to minimize the impact and duration of maintenance windows
• Provide structured product feedback to engineering via Jira
• Assist engineering by testing new features prior to release
• Author and review internal and external knowledge base articles
• Contribute to and review product documentation to ensure accuracy and completeness

Requirements:

• Bachelor's degree in Computer Science or Information Technology, or 2+ years of hands-on IT or technical support experience
• Solid understanding of AI and machine learning concepts and terminology
• Demonstrated troubleshooting skills and strong critical thinking in complex technical environments
• Working knowledge of Shell scripting, Go, or Python
• Familiarity with computer networking troubleshooting and IT Service Management (ITSM) processes
• Exceptional communication and presentation skills — you build confidence and credibility with customers at every level
• Strong relationship management skills; you earn trust and maintain it over time
• Excellent interpersonal, planning, and organizational skills
• Experience supporting or working alongside high-performance compute or AI/ML infrastructure environments
• Comfort operating in fast-moving, ambiguous environments where you can define your own path and make an impact
• A collaborative, humble team player who leads with curiosity and a bias toward action
• Genuine interest in emerging technologies and the evolving AI infrastructure landscape