Support Engineer

• Lead, coach, and mentor a team of HPC Support Engineers, fostering both technical growth and customer-first execution.
• Ensure the highest quality of support for Lambda’s customers, who depend on our products for mission-critical workloads.
• Own customer escalations and incidents, engaging directly with enterprise customers during high-visibility situations.
• Partner with Product and Engineering teams to influence design decisions and ensure future offerings are supportable and reliable.
• Stay current on the latest HPC and NVIDIA technologies, applying that knowledge to improve customer outcomes.
• Develop and refine support processes, documentation, and workflows to ensure consistency and best practices.
• Monitor and report on team performance, driving improvements in responsiveness, resolution quality, and customer satisfaction.
• Manage team schedules, including on-call responsibilities, to ensure 24/7 coverage for critical issues.
• Lead by example — actively participating in troubleshooting and case resolution when needed.

Manager, HPC Support Engineering

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