Manager of Super Intelligence HPC Support, Lambda

• This role requires a balance of technical depth, customer engagement, and people leadership
• Your ability to set direction, motivate a high-performing team, and advocate for customer success will directly influence Lambda’s reputation with the world’s top AI companies
• Proven track record leading technical support or engineering teams serving enterprise or hyperscale customers
• Skilled at managing customer escalations and major incidents with clarity, confidence, and urgency
• Deep expertise in HPC environments including GPU clusters, InfiniBand/RoCE networks, and Linux system administration
• Ability to guide engineers through troubleshooting at scale, from orchestration (Slurm/Kubernetes) down to kernel-level debugging
• Strong leadership presence: able to inspire, set direction, and build a culture of accountability and customer-first execution
• Excellent communication skills, capable of engaging with both engineers and executive stakeholders

Desirable

• We are looking for a hands-on and customer-focused leader to build and guide our Super Intelligence HPC Support Engineering team
• This team partners directly with Lambda’s largest and most complex customers — organizations operating hyperscale GPU clusters and mission-critical AI workloads at global scale
• As the Manager of this team, you’ll be responsible for ensuring Lambda delivers world-class support to the most demanding environments in AI
• You’ll combine deep HPC technical expertise with strong leadership, enabling your engineers to solve the hardest problems while representing Lambda with credibility and confidence in high-stakes customer situations
• You’ll mentor a team of senior engineers, own critical escalations, and serve as the bridge between Support, Product, Engineering, and Sales for our Super Intelligence business unit
• This position reports to the Director of Support
• Lead & Develop: Build, coach, and mentor a team of Super Intelligence HPC Support Engineers, ensuring technical excellence and strong execution in customer-facing work
• Escalation Ownership: Take point on high-visibility incidents and escalations with hyperscale customers, ensuring timely, transparent, and high-quality outcomes
• Customer Advocacy: Represent the needs of Super Intelligence customers in cross-functional discussions, influencing product design and roadmap decisions to improve supportability
• Incident Leadership: Guide your team through major incidents, driving consistency in communication, coordination, and resolution under pressure
• Operational Excellence: Define and refine support processes, runbooks, and documentation tailored to hyperscale environments
• Partnership: Collaborate closely with Product, Engineering, and Data Center teams to ensure Lambda delivers reliable, scalable solutions at the largest levels of deployment
• Metrics & Accountability: Monitor team performance, drive improvements in SLA adherence, response/resolution quality, and customer satisfaction
• Hands-On Leadership: Step in to troubleshoot complex issues and model the standard of excellence expected from your team