Support Engineering Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and assist a small, distributed group of L3 Support Engineers.

• Strategically plan, prioritize, and allocate work based on customer impact, technical intricacy, and team capacity.

• Offer technical direction and hands-on assistance for intricate or significant customer challenges.

• Mentor engineers, impart knowledge, and facilitate the team's journey toward greater independence.

• Cultivate collaborative relationships with L2 Support, pre-sales, post-sales, customer engineering, product, and engineering teams.

• Ensure that escalations contain the technical context, evidence, and customer information required by the receiving team.

• Determine whether issues pertain to the platform, customer environment, or other technical domains, and engage relevant specialists as needed.

• Uphold high standards for troubleshooting, documentation, handoffs, and customer communication.

• Recognize recurring issues and deficiencies in tooling, documentation, processes, or team knowledge, and lead practical enhancements.

• Assist in team planning, coverage, and forecasting as the organization expands.

• Engage in scheduled operational or duty tasks when specialized expertise is required, occasionally outside standard business hours.

• Contribute to the recruitment and onboarding of additional engineers as the team grows.

⛳️ Requirements

• Extensive hands-on experience in troubleshooting complex production, cloud, or infrastructure-related challenges.

• Proven experience in leading technical projects, mentoring engineers, or coordinating a small team or task force.

• Strong and confident communication skills with customers, engineers, and cross-functional stakeholders.

• Solid working knowledge of Linux environments.

• Experience with Kubernetes and containerized platforms.

• Practical understanding of infrastructure fundamentals, including networking and storage.

• Familiarity with block, file, and object storage, along with the capability to investigate issues across these technologies.

• Good judgment in navigating ambiguous or high-impact technical problems.

• Capability to organize work, establish priorities, and keep multiple stakeholders aligned.

• Broad familiarity with AI/ML operations, GPU or high-performance computing workload scheduling, Kubernetes, cloud infrastructure, networking, and storage, with deeper expertise in at least one area.

• Proficient in written and spoken English.

• Applicants must have authorization to work in the country of application and provide proof of employment eligibility.

• Experience in supporting GPU cloud infrastructure or AI/ML workloads is a plus.

• Experience in planning or troubleshooting model deployments is an added advantage.

• Familiarity with Python or Bash scripting and technical automation is a bonus.

• Experience in a technical support, SRE, production operations, or customer engineering organization is an added benefit.

• Experience collaborating with globally distributed teams providing 24/7 customer support is an additional asset.

🏝️ Benefits

• 100% company-paid medical, dental, and vision coverage for employees and their families.

• 401(k) plan with up to 4% company match and immediate vesting.

• 20 weeks of paid parental leave for primary caregivers.

• 12 weeks of paid parental leave for secondary caregivers.

• Remote work reimbursement of up to $85/month for mobile and internet expenses.

• Company-paid short-term disability insurance.

• Company-paid long-term disability insurance.

• Company-paid life insurance coverage.

• Competitive salary.

• Opportunities for career growth and learning.

• Flexibility and ownership in your role.

• A collaborative and innovative work culture.

• Chance to work on impactful AI projects.

• An international environment with talented teams.

• Accommodations available during the application process.