Customer Support Lead (Infrastructure Platform)
8 days ago
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RemoteFull-timeMid
Summary
Hydra Host is seeking a Customer Support Lead (Infrastructure Platform) to join their team in Miami, FL. The role involves managing multi-tier support operations and building support infrastructure for AI-driven GPU data centers.
About the Role
As a Customer Support Lead, you will handle support for developers, enterprise clients, and data center operators, ensuring SLA compliance and driving resolution for complex issues. You will also build and scale support processes, manage vendor accountability, and mentor a support team as the company grows.
About You
Required:
- 4+ years in customer support, success, or operations roles at technical B2B companies.
- Experience supporting infrastructure, critical, or physical products where uptime and reliability matter.
- Track record of building support processes and systems and scaling them through rapid growth.
- Comfortable with technical concepts: APIs, server infrastructure, networking basics, cloud platforms.
- Stellar communication skills - you can explain complex technical issues clearly to non-technical stakeholders.
- Bias toward action and ownership.
Preferred:
- Experience in AI/ML infrastructure, GPU compute, or data center operations.
- Experience implementing systems automation and AI Agents, support bots.
- Familiarity with modern support & CRM platforms (Zendesk, Intercom, Pylon, Linear, Hubspot).
- Prior experience managing or mentoring support teams.
Benefits
- Equity ownership – Meaningful stake in what we're building together.
- Competitive salary – We pay fairly and transparently.
- Healthcare coverage – Medical, dental, vision for you and your dependents.
- Fully remote team – Remote-first with hubs in Phoenix, Boulder, Miami and periodic team offsites.
- Direct impact – Your work will shape how thousands of GPU clusters get deployed and operated.
Hydra Host
Hydra Host specializes in providing data centers with unparalleled provisioning, management, and security solutions, allowing them to focus on their core competency - hardware and infrastructure. By partnering with Hydra Host, data centers will enhance their customer experience, streamline operations, and stay ahead of their competition with our innovative products and services. Reach out to sales@hydrahost.com to learn how Hydra Host can take your business to the next level!
Miami, FL