Regional Support Lead

SambaNova is a leader in next-generation AI infrastructure, delivering a full-stack inference platform for customers worldwide. At the core of SambaNova's technology is the RDU (Reconfigurable Dataflow Unit) — a chip built on a dataflow architecture rather than the traditional GPU model. Its decode performance is especially strong for agentic workloads like multi-turn agents, code generation, and long-running applications. RDUs are packaged into SambaRack, rack-scale hardware that lets customers deploy state-of-the-art models with better performance, greater energy efficiency, and faster time to value.

SambaNova is hiring a Regional Customer Support Lead to provide exceptional technical support leadership for SambaNova SambaRack, SambaStack and SambaCloud product offerings.

This individual will be responsible for:

• Whole stack technical support of high end computing environments
• Assist and mentor junior support engineers
• Be “ the face” of SambaNova Customer Support in your geography
• Assisting customers in debugging Machine Learning Models
• Work in close relation with the global support lead and other regional leads to maintain and continuously improve support processes and procedures
• Author and/or review internal and external facing knowledge articles
• Assist engineering by testing new features before they are released
• Contribute to and review Product Documentation
• Provide feedback to engineering via Jira
• Participate in on-call rotations as required
• Coordinate closely with site reliability engineers with the goal of reducing reactive customer issues
• Coordinate closely with field service representatives with the goal of reducing maintenance windows when they occur

Basic Qualifications

• Customer focused.
• Bachelor's degree required or 7+ years of documented customer support experience supporting high demand enterprise customers or 10+ years of documented customer support experience supporting high demand enterprise customers.
• An understanding of AI and machine learning terminology.
• Superior relationship and customer management skills that effectively builds trust.
• Exceptional communication and presentation skills that build confidence and credibility with customers.
• Excellent interpersonal, planning, and organizational skills.
• Experience with AI assisted development and co-work

Additional Required Qualifications

• Demonstrated Redhat Linux administration and debugging skills.
• Demonstrated experience supporting container based solutions.
• Demonstrated experience of kubernetes
• Demonstrated knowledge of shell scripting and either go, or Python.
• Demonstrated knowledge of troubleshooting computer networking.
• Demonstrated knowledge of ITSM

Preferred Qualifications

• Experience working in a high-growth startup
• Experience with new technologies
• A team player who demonstrates humility
• Action-oriented with a focus on speed & results
• Ability to thrive in a no-boundaries culture & make an impact on innovation

Base Salary Range:

Base Pay Range

$198,000—$242,000 USD

Submission Guidelines Please note that in order to be considered an applicant for any position at SambaNova Systems, you must submit an application form for each position for which you believe you are qualified.

EEO Policy SambaNova Systems is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard basis of age (40 and over), color, disability, gender identity, genetic information, marital status, military or veteran status, national origin/ancestry, race, religion, creed, sex (including pregnancy, childbirth, breastfeeding), sexual orientation, and any other applicable status protected by federal, state, or local laws.

Benefits Summary for US-Based, Full-Time Employment Positions SambaNova offers a competitive total rewards package, including the base salary, plus equity and benefits. We cover 95% premium coverage for employee medical insurance, and 77% premium coverage for dependents and offer a Health Savings Account (HSA) with employer contribution. We also offer Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life, and AD&D insurance plans in addition to Flexible Spending Account (FSA) options like Health Care, Limited Purpose, and Dependent Care. Our library of well-being benefits available to you and your dependents includes a full subscription to Headspace, Gympass+ membership with access to physical gyms, One Medical membership, counseling services with an Employee Assistance Program, and much more.