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