Pay: $140,000.00 - $240,000.00 per year
Why This Is a Great Opportunity
- Build a global customer success and NOC organization from the ground up, with significant ownership over strategy, people, processes, and technology.
- Create a true 24/7 support operation spanning the US and Southeast Asia.
- Shape the customer experience for live AI infrastructure deployments supporting enterprise-level SLA commitments.
- Decide what to build internally versus outsource, and design the operating model for a rapidly scaling infrastructure business.
- Introduce modern monitoring, ticketing, automation, and AI-enabled workflows to make technical support faster and more effective.
- Work directly with senior leadership on operational performance, customer experience, SLA compliance, and global expansion.
- Have a direct impact on the reliability and customer experience of next-generation GPU infrastructure.
- Competitive bonus and equity opportunity in addition to base compensation.
Location: Remote nationwide, with preference for candidates based in the US. Significant travel is required, including data center partner sites and travel to establish and support physical offices in the US.
Note: Must have 10+ years of technical operations, NOC, customer success, or technical support leadership experience and 5+ years of customer success leadership experience. Candidates must have personally built a support or NOC organization from the ground up and have experience establishing 24/7 multi-region operations. Strong AI infrastructure knowledge is required. Telecom-only backgrounds will not meet the requirements.
About Us
We are building next-generation AI infrastructure for enterprise customers and are scaling rapidly across data center environments worldwide. As our deployment footprint grows, we are building a world-class customer success and technical operations organization designed around speed, reliability, accountability, and exceptional customer experience. Confidential Employer.
Job Description
- Build and lead the company's customer success and NOC organization from the ground up.
- Establish 24/7 global NOC capabilities with dedicated operational footprints in the US and Southeast Asia.
- Develop the staffing model, shift coverage strategy, organizational structure, and operating framework required for global support.
- Determine which functions should be insourced versus outsourced and manage strategic support vendors.
- Recruit, hire, train, coach, and develop NOC engineers and customer success professionals supporting Tier 1 and Tier 2 operations.
- Create SOPs, runbooks, escalation procedures, training programs, and operational standards from day one.
- Select and implement monitoring, alerting, ticketing, incident management, and customer support tooling.
- Drive adoption of AI-enabled workflows and automation to improve support efficiency and scale.
- Own Tier 1 and Tier 2 customer support and ensure customers have a clear, responsive primary point of contact.
- Coordinate Tier 3 escalations with OEMs, data center operators, hardware providers, and other technical partners.
- Establish measurable SLAs, KPIs, incident response standards, customer experience metrics, and operational reporting.
- Use incident and SLA data to identify recurring issues and drive continuous operational improvement.
- Report NOC performance, SLA compliance, customer experience, and operational trends to executive leadership and the Board.
- Build a scalable operating model capable of supporting a rapidly expanding portfolio of GPU and AI infrastructure deployments.
Qualifications
- 10+ years of experience in technical operations, NOC, customer success, technical support, or related infrastructure leadership.
- 5+ years of customer success leadership experience.
- Proven track record of building a customer support or NOC organization from scratch.
- Experience establishing and managing 24/7 multi-region support operations.
- Experience operating across the US and Asia-Pacific or comparable global environments.
- Strong knowledge of AI infrastructure, including GPUs, CPUs, shared storage, network fabrics, and related infrastructure.
- Experience making insource versus outsource decisions and managing outsourced support partners.
- Proven ability to recruit, train, and develop technical support teams.
- Experience implementing support tooling, monitoring, alerting, ticketing, and AI-enabled workflows.
- Strong understanding of enterprise SLA-driven support environments.
- Excellent executive communication and customer-facing leadership skills.
- Linux and bare-metal GPU experience is highly desirable.
- Experience supporting enterprise infrastructure with 99.99%+ uptime commitments is preferred.
- Neocloud or hyperscale infrastructure experience is strongly preferred.
- Telecom-only backgrounds are not a fit for this role.
Why You Will Love Working Here
- Build something from the ground up rather than inheriting an established support organization.
- Own the strategy, team, technology, processes, and global operating model.
- Work at the intersection of AI infrastructure, customer success, technical operations, and enterprise reliability.
- Have direct influence over how customers experience a rapidly growing GPU infrastructure platform.
- Collaborate with executive leadership and have visibility into company-wide operational performance.
- Help establish a truly global support organization spanning the US and Asia-Pacific.
- Remote flexibility combined with meaningful international travel and hands-on leadership opportunities.
- Competitive base compensation plus bonus and equity.
- Join a high-growth environment where operational excellence is viewed as a strategic differentiator.
JPC-1767
Benefits:
- Dental insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
