Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Shell Commands Network Troubleshooting Remote Technical Support JIRA Python (Programming Language) Site Reliability Engineering System Level Troubleshooting Development Testing Product Knowledge Knowledge Base IT Service Management Development Environment Help Desk Support Go (Programming Language) Help Desk Support Business Technologies Forward Planning Customer Development

Other Skills

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Critical Thinking
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Troubleshooting (Problem Solving)
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Collaboration
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Communication
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Teamwork
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Organizational Skills
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Social Skills
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Relationship Management
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Presentations
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Problem Solving

SambaNova Systems

About SambaNova Systems

AI is changing the world and at SambaNova, we believe that you don’t need unlimited resources to take advantage of the most advanced, valuable AI capabilities - capabilities that are helping organizations explore the universe, find cures for cancer, and giving companies access to insights that provide a competitive edge. We’ve built an enterprise-ready AI platform from the ground up - intentionally designed for the most valuable and complex AI workloads of today and tomorrow. Using our platform to build a technology backbone for the next decade of AI innovation, organizations get pre-trained Foundation Models that truly transform the way they gain value from AI and deep learning. And, with our flagship offering, Dataflow-as-a-Service™, we help them realize value 22x faster. SambaNova was founded in 2017 in Palo Alto, California, by a group of industry luminaries, business leaders, and world-class innovators who understand AI. Today, we’ve built an incredibly smart and motivated team dedicated to making a lasting impact on the industry and equipping our customers to thrive in the new era of AI.

Company type: Scaleup

Founded: 2018

Company size: 201 - 500

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Job description

The era of pervasive AI has arrived. In this era, organizations will use generative AI to unlock hidden value in their data, accelerate processes, reduce costs, drive efficiency and innovation to fundamentally transform their businesses and operations at scale.

SambaNova Suite™ is the first full-stack, generative AI platform, from chip to model, optimized for enterprise and government organizations. Powered by the intelligent SN40L chip, the SambaNova Suite is a fully integrated platform, delivered on-premises or in the cloud, combined with state-of-the-art open-source models that can be easily and securely fine-tuned using customer data for greater accuracy. Once adapted with customer data, customers retain model ownership in perpetuity, so they can turn generative AI into one of their most valuable assets.

About SambaNova

SambaNova Systems is building the infrastructure for the next era of AI. Powered by our purpose-built Reconfigurable Dataflow Unit (RDU) and the SN40L chip, our full-stack platform delivers the speed, efficiency, and scale that enterprise AI demands. Our customers include sovereign AI providers, data centers, and leading enterprises worldwide.

About the Role

This is a high-visibility individual contributor role where you will serve as SambaNova's technical support lead for customers in your region. As AI adoption accelerates, you will be on the front lines — the face of SambaNova's support organization for the customers and partners you serve.

You will provide full-stack technical support across SambaRack, SambaStack, and SambaCloud, working directly with customers to resolve complex issues, improve product reliability, and ensure a seamless support experience. You will collaborate closely with engineering, product, customer engineering, and site reliability teams to drive continuous improvement across the entire support lifecycle.

What You’ll Do

Customer Support & Technical Leadership

Own end-to-end technical support for customers in your region across SambaRack, SambaStack, and SambaCloud
Serve as the regional support lead and primary technical point of contact for your customer base
Support customers in debugging machine learning models and resolving complex, full-stack computing environment issues
Participate in on-call rotations as required to ensure continuous coverage for production environments

Cross-Functional Collaboration

Partner with the global support lead and other regional leads to maintain and continuously improve support processes and procedures
Coordinate with site reliability engineers to proactively reduce reactive customer issues
Coordinate with field service representatives to minimize the impact and duration of maintenance windows
Provide structured product feedback to engineering via Jira
Assist engineering by testing new features prior to release

Knowledge & Documentation

Author and review internal and external knowledge base articles
Contribute to and review product documentation to ensure accuracy and completeness

What We’re Looking For

Required

Bachelor's degree in Computer Science or Information Technology, or 2+ years of hands-on IT or technical support experience
Solid understanding of AI and machine learning concepts and terminology
Demonstrated troubleshooting skills and strong critical thinking in complex technical environments
Working knowledge of Shell scripting, Go, or Python
Familiarity with computer networking troubleshooting and IT Service Management (ITSM) processes
Exceptional communication and presentation skills — you build confidence and credibility with customers at every level
Strong relationship management skills; you earn trust and maintain it over time
Excellent interpersonal, planning, and organizational skills

Preferred

Experience supporting or working alongside high-performance compute or AI/ML infrastructure environments
Comfort operating in fast-moving, ambiguous environments where you can define your own path and make an impact
A collaborative, humble team player who leads with curiosity and a bias toward action
Genuine interest in emerging technologies and the evolving AI infrastructure landscape

Why SambaNova

Work at the intersection of cutting-edge AI hardware and real-world enterprise deployment — no two days look the same
High-visibility role with direct exposure to SambaNova leadership, engineering, and product teams
Competitive compensation including base salary, equity, and comprehensive benefits — including 95% premium coverage for employee medical insurance

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.

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