Lambda is hiring a Super Intelligence Support Account Lead to serve as the key support contact for our largest and most strategic customers. Your mission is to ensure world-class support delivery by solving issues quickly, escalating effectively, and advocating for customer needs to drive their success.
What You'll Do
- Serve as the primary support contact for assigned Super Intelligence accounts, ensuring consistent, high-quality customer experiences.
- Own the overall support health of assigned accounts, proactively monitoring for risks, recurring issues, and opportunities to improve reliability.
- Drive resolution for escalated issues by coordinating with Support, Data Center Ops, and Engineering teams—ensuring timely communication and accountability.
- Lead operational reviews (QBRs/MBRs), presenting ticket trends, SLA adherence, incident summaries, and improvement actions.
- Develop and maintain account-level success and support plans aligned to customer priorities and workloads.
- Act as a mentor for frontline support engineers, guiding them through escalations and sharing best practices.
- Document solutions, escalations, and RCA outcomes to build scalable runbooks and strengthen internal processes.
- Partner with Product and Engineering teams to ensure customer pain points are visible, tracked, and resolved.
- Contribute to Lambda’s support operations playbooks, refining how we handle incidents, escalations, and enterprise account management.
- Curate and document custom scripts, solutions, or customer-requested customizations outside of Lambda’s reference architecture when required.
- Participate in an on-call schedule.
What We're Looking For
- 5+ years in Support Account Management, Technical Account Management, or Support Engineering within cloud, enterprise IT, or infrastructure environments.
- Proven experience in HPC environments, showcasing your expertise in Linux cluster administration, with strong preference for Kubernetes and/or Slurm for cluster orchestration.
- Proven ability to own escalations end-to-end, with strong skills in incident management and structured communication.
- Solid understanding of cloud and HPC infrastructure (GPU cloud, Kubernetes, Linux clusters, or public cloud platforms).
- Skilled at analyzing ticket trends, incident timelines, and support metrics, turning them into actionable improvements.
- Strong relationship management skills with both technical and executive-level stakeholders.
- Comfortable leading cross-functional collaboration, ensuring engineering and operations stay aligned on customer priorities.
- Experience mentoring or guiding support engineers through escalations or complex cases.
Nice to Have
- Experience supporting hyperscale or mission-critical customers with 24/7 availability requirements.
- Familiarity with enterprise ticketing and incident management systems (Zendesk, Jira, ServiceNow).
- Exposure to GPU/AI/HPC technologies such as CUDA, NCCL, NVLink, GPUDirect, or InfiniBand/RoCE networking.
- Background in documenting support processes, RCAs, or escalation frameworks.
- Certifications in ITIL, Linux, cloud platforms, or project management.
Technical Stack
- Linux, Kubernetes, Slurm, GPU cloud
- CUDA, NCCL, NVLink, GPUDirect
- InfiniBand/RoCE networking
- Zendesk, Jira, ServiceNow
Team & Environment
You will be part of Lambda’s Super Intelligence business unit, collaborating closely with every layer of Support Operations, Engineering, Data Center Operations, and Sales. You will report to the Manager of Super Intelligence.
Benefits & Compensation
- Health, dental, and vision coverage for you and your dependents
- Wellness and Commuter stipends for select roles
- 401k Plan with 2% company match (USA employees)
- Flexible Paid Time Off Plan
- Annual salary range set based on market data and other factors, plus generous equity compensation
Work Mode
This role operates in a global work mode.
Lambda is an Equal Opportunity employer. Applicants are considered without regard to race, color, religion, creed, national origin, age, sex, gender, marital status, sexual orientation and identity, genetic information, veteran status, citizenship, or any other factors prohibited by local, state, or federal law.
