Support Engineering Team Lead

Role overview Lead a small, distributed team handling complex customer issues across cloud and infrastructure services. This is a hands-on technical leadership role: you will guide investigations, organize team priorities, and help engineers build expertise while working with support, customer-facing, product, and engineering teams. The position is remote in North America, with occasional out-of-hours operational duties.

Responsibilities - Set priorities and allocate escalated work based on customer impact, technical complexity, and team capacity. - Provide technical direction and join investigations into difficult or high-impact issues. - Coach engineers, share knowledge, and support hiring and onboarding as the team grows. - Coordinate with adjacent teams and ensure escalations include clear evidence, context, and customer information. - Identify recurring problems and improve troubleshooting practices, documentation, tools, and team processes. - Contribute to planning and coverage, including scheduled specialist duty work when needed.

Requirements - Strong hands-on experience investigating complex production, cloud, or infrastructure issues. - Experience leading technical work, mentoring engineers, or coordinating a small team. - Working knowledge of Linux, Kubernetes or containers, networking, and storage; familiarity with block, file, and object storage. - Broad familiarity with AI/ML operations, GPU or high-performance computing scheduling, Kubernetes ecosystems, or cloud infrastructure, with deeper expertise in at least one area. - Clear communication, sound judgment in ambiguous situations, and the ability to organize work across stakeholders. - Fluent written and spoken English.

Nice to have - Experience supporting GPU cloud infrastructure or AI/ML workloads, including model deployment troubleshooting. - Python or Bash scripting, automation, or experience in technical support, SRE, production operations, or customer engineering. - Experience collaborating with globally distributed teams providing around-the-clock support.

Benefits and work setup - Remote work in North America. - US benefits include company-paid medical, dental, and vision coverage; a 401(k) match of up to 4%; paid parental leave; a monthly internet and mobile reimbursement; and company-paid disability and life insurance.