Operations and Support Lead

Hydra Host

Operations Leadership role managing customer support and infrastructure at Hydra Host. Ensuring operational excellence and continuous improvement across AI Factory services.

Posted 7/23/2026full-timeMiami • Florida • 🇺🇸 United StatesSenior💰 $140,000 - $200,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer support operations and managing production incidents in mission-critical environments, with a strong focus on operational excellence and cross-functional collaboration. Capable of building scalable support organizations and establishing effective processes that enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

Customer Support Operations LeadershipIncident ManagementOperational ExcellenceCross-Functional CollaborationVendor Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Infrastructure OperationsCloud PlatformsAI InfrastructureData Center ManagementOperational KPIsSLA ComplianceNetwork EngineeringProject ManagementSupport AutomationCapacity Planning

Soft Skills

Excellent CommunicationOrganizational SkillsAccountabilityContinuous ImprovementMentoring

Tools & Technologies

Ticketing SystemsKnowledge Management ToolsAI-Powered Support ToolsOperational PlaybooksSupport Automation Tools

Industry Keywords

Enterprise InfrastructureGPU InfrastructureNeoCloudService DeliveryCustomer Satisfaction

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

5+ years leading customer support, technical operations, infrastructure operations, or service delivery organizations
Experience supporting enterprise infrastructure, cloud platforms, AI infrastructure, NeoCloud providers, or large-scale data center environments
Experience managing production incidents in mission-critical environments
Strong understanding of servers, networking, storage, and enterprise infrastructure
Experience building operational processes that scale rapidly
Experience working with third-party vendors and infrastructure providers
Excellent communication skills with both technical and executive stakeholders
Proven ability to lead cross-functional initiatives across engineering, operations, and customer organizations
Strong organizational and project management skills
Bias toward ownership, accountability, and continuous improvement.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Hydra Host Website LinkedIn All Job Openings 11 - 50 employees 🔧 Hardware 🏢 Enterprise 🤖 Artificial Intelligence 💰 $10M Seed Round on 2022-04 Hardware
Enterprise
Artificial Intelligence Hydra Host is a provider of high-performance computing solutions, offering dedicated bare metal GPU server access optimized for AI and HPC workloads. Their platform allows users to access and rent top-tier GPUs globally, providing unparalleled performance, security, and customization. Hydra Host's infrastructure includes a marketplace, known as Brokkr, that offers a wide array of GPU configurations and solutions tailored for mission-critical applications such as AI, big data, and machine learning. Through their robust, secure, and scalable solutions, Hydra Host ensures customers enjoy full control over their server environments, with options for scalability and future-readiness. The company's offerings are trusted by leading firms seeking efficient and innovative computing solutions. Operations and Support Lead Job not on LinkedIn 🔥 39 minutes ago 🏢 Miami – Onsite 💵 $140k - $200k / year ⏰ Full Time 🟠 Senior ⚙️ Operations Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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. 🎯 Requirements
5+ years leading customer support, technical operations, infrastructure operations, or service delivery organizations
Experience supporting enterprise infrastructure, cloud platforms, AI infrastructure, NeoCloud providers, or large-scale data center environments
Experience managing production incidents in mission-critical environments
Strong understanding of servers, networking, storage, and enterprise infrastructure
Experience building operational processes that scale rapidly
Experience working with third-party vendors and infrastructure providers
Excellent communication skills with both technical and executive stakeholders
Proven ability to lead cross-functional initiatives across engineering, operations, and customer organizations
Strong organizational and project management skills
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