Hydra Host

Operations

• Lead Customer Support Operations
• Develop and lead Hydra Host's customer support organization supporting: Design and build Hydra Host’s customer support organization from the ground up Enterprise AI customers Interface with the Machine Learning engineering teams GPU infrastructure customers AI Factory operators Data center partners
• Build a high-performing support organization that delivers exceptional customer experiences while maintaining enterprise-grade service levels.
• Own Operational Excellence
• Drive the day-to-day operational health of Hydra Host's NeoCloud platform by coordinating activities across engineering, infrastructure, vendors, and customer-facing teams.
• Ensure infrastructure operates reliably while continuously improving operational efficiency.
• Lead Major Incident Management
• Serve as the Incident Commander during production-impacting events. Coordinate engineering, networking, infrastructure, vendors, and customers to resolve: GPU cluster failures Network outages Hardware failures Firmware issues Storage performance degradation Infrastructure capacity constraints Customer-impacting production incidents Own customer communications throughout incident response while driving rapid resolution and post-incident improvements.
• Build Scalable Support Operations
• Design and implement: Ticketing systems Escalation procedures Knowledge management Support automation AI-powered support tools On-call rotations Operational playbooks Customer communication standards Create a support organization capable of scaling alongside Hydra Host's rapid growth.
• Drive AI Factory Operations
• Partner with deployment, engineering, and data center teams to coordinate: Infrastructure deployments Rack turn-up GPU cluster readiness Network activation Capacity planning Maintenance scheduling Production acceptance Operational readiness reviews Help ensure AI Factory infrastructure is deployed efficiently and operates reliably.
• Vendor & Partner Management
• Own operational relationships with: Hardware manufacturers GPU vendors Data center operators Construction partners Logistics providers Network carriers Service providers Track vendor performance, manage escalations, enforce SLAs, and ensure timely issue resolution.
• SLA & Service Delivery
• Establish, monitor, and improve operational KPIs including: SLA compliance MTTR Incident response times Customer satisfaction Infrastructure uptime Vendor performance Capacity utilization Operational readiness Provide executive reporting on operational performance and identify opportunities for continuous improvement.
• Cross-Functional Leadership
• Collaborate daily with: Infrastructure Engineering Network Engineering Platform Engineering Customer Success Deployment Program Managers AI Factory Partners Executive Leadership Enterprise Customers Act as the operational bridge between technical teams and customer-facing organizations.
• Build the Organization
• As Hydra Host grows, you'll help recruit, mentor, and develop the Operations & Support organization while establishing the culture, processes, and operational standards that define world-class infrastructure operations.

Operations and Support Lead

Paralegal

• Maintain corporate records, minute books, and entity documentation.
• Prepare board resolutions, written consents, and corporate filings.
• Coordinate annual corporate compliance requirements across multiple jurisdictions.
• Assist with entity formation and ongoing corporate maintenance.
• Draft, review, and manage NDAs, MSAs, SOWs, purchase agreements, vendor contracts, and customer agreements.
• Track contract lifecycle from creation through execution and renewal.
• Maintain contract repository and ensure version control.
• Coordinate contract approvals across internal stakeholders.
• Organize legal files and document management systems.
• Track legal deadlines, renewals, regulatory filings, and action items.
• Manage outside counsel invoices and legal budgets.
• Conduct legal research on corporate, employment, and commercial matters.
• Assist with employment agreements, offer letters, confidentiality agreements, and restrictive covenant documentation.
• Support global employment compliance initiatives.
• Coordinate background check documentation and compliance records.
• Assist with policy creation and document updates.
• Maintain trademark and intellectual property records.
• Coordinate patent and trademark filings with outside counsel.
• Track renewal dates and filing deadlines.
• Assist with corporate registrations and annual filings.
• Support trade compliance and regulatory documentation.
• Help prepare responses for audits and due diligence requests.
• Maintain compliance calendars.
• Partner with HR on employment-related legal matters.
• Support Finance during fundraising, banking, and corporate transactions.
• Assist Sales Operations with customer contract administration.
• Coordinate legal documentation for strategic partnerships and vendors.

Solutions Engineer

• Work with customers in technical discovery to help define requirements and deliverables for their use cases and help them to effectively utilize distributed GPU computing resources.
• Identify and recommend the best tools for each customer, while building boilerplate and reference implementations that can be reused for subsequent customers.
• Manage GPU clusters and coordinate with IT to ensure efficient operation of NVIDIA GPUs, utilizing technologies such as InfiniBand for high-speed networking.
• Oversee the deployment and maintenance of machine learning environments using virtual storage solutions and distributed computing (HPC) tools such as SLURM.
• Automate infrastructure provisioning and management using tools such as Ansible and Terraform.
• Collaborate with data scientists and engineers to ensure seamless integration of ML models into production environments.
• Conduct performance tuning and optimization of systems to maximize throughput and reduce latency.
• Stay current with the latest industry trends in machine learning technologies and HPC to ensure the use of best practices in infrastructure setup and model development.
• Document and maintain operational procedures and system configurations.

HPC Solutions Engineer

Content Manager

• Write across formats: blog posts, white papers, case studies, website copy, sales enablement materials, email campaigns, social content, and video scripts.
• Produce customer-facing documentation: implementation guides, user manuals, knowledge base articles, FAQs, deployment guides, and troubleshooting content.
• Partner with Engineering, Product, Sales, Operations, and Leadership to turn technical detail into content that works for both technical and business audiences.
• Maintain a consistent brand voice, messaging, and documentation standards across all content.
• Manage editorial calendars and publishing schedules.
• Optimize content for SEO and audience engagement.
• Support product launches, webinars, conferences, and customer events with the content they need.
• Leverage AI tools for content scale, not thought leadership.
• Own the content lifecycle end to end: intake, drafting, review, approval, publishing, updates, and retirement.
• Design and maintain a content management process for organizing marketing and sales assets so they are easy to find, current, and properly versioned.
• Maintain a single source of truth for content status — in production, in review, published, or archived.

Marketing Content Manager

Accountant

• Manage all general ledger, journal entries, and account reconciliations to ensure accuracy and completeness.
• Lead the month-end and quarter-end close processes, preparing timely and accurate financial statements.
• Oversee billing, collections, vendor payments, and expense reporting with precision and efficiency.
• Maintain reconciliations for all key accounts, ensuring financial integrity across global entities.
• Support revenue recognition and cost allocation linked to infrastructure operations, datacenter leases, and hardware spend.
• Streamline accounting workflows and introduce automation to improve accuracy, speed, and scalability.
• Ensure adherence to GAAP standards and internal controls while coordinating with tax and audit partners as needed.
• Partner with operations, engineering, and leadership teams to align financial processes with operational realities.
• Maintain clear, organized documentation and assist in preparing management reports and audit support schedules.

Staff Accountant, CPA

• Own reconciliation across our payment processors, customer billing, data-center and operator payouts, and the records our finance team relies on, investigating and clearing breaks before they reach the books
• Reconcile usage- and consumption-based GPU rental billing against contract terms and metered utilization, catching under- and over-billing before invoices go out
• Build and maintain the controls, checks, and playbooks that keep our multi-party money movement accurate and audit-ready
• Flag problems early, including settlement delays, fee discrepancies, mismatched payouts, and billing errors
• Own payment and billing customer issues end to end: investigate, resolve, and communicate clearly with customers
• Manage the disputes and chargebacks lifecycle, including gathering evidence, submitting representments, tracking outcomes, and addressing root causes
• Act as the escalation point Customer Support hands the hard money questions to Billing Operations
• Keep invoicing, contract terms, proration, credits, refunds, and renewals accurate across both standard and custom GPU rental agreements
• Run dunning and failed-payment recovery to reduce involuntary churn and aging receivables
• Coordinate operator and data-center payouts and settlement timing accurately and on schedule
• Translate between Payments Product and Engineering (what the platform does and why) and Finance (what they need to close cleanly and report accurately)
• Surface operational problems back to Product and Engineering as concrete tooling and automation requirements, based on what actually breaks in practice
• Partner with our Trade Compliance and KYC function so onboarding, screening, and higher-risk transaction reviews flow smoothly into billing and payments
• Define and report key operational metrics, including reconciliation break aging, chargeback rate, recovery rate, dispute win rate, DSO, and time to resolution

Operations and Support Lead

Paralegal

HPC Solutions Engineer

Marketing Content Manager

Staff Accountant, CPA

Payment & Billing Operations Specialist