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