SambaNova is a leader in next-generation AI infrastructure, delivering a full-stack inference platform for customers worldwide. At the core of SambaNova's technology is the RDU (Reconfigurable Dataflow Unit) — a chip built on a dataflow architecture rather than the traditional GPU model. Its decode performance is especially strong for agentic workloads like multi-turn agents, code generation, and long-running applications. RDUs are packaged into SambaRack, rack-scale hardware that lets customers deploy state-of-the-art models with better performance, greater energy efficiency, and faster time to value.
SambaNova is hiring a Regional Customer Support Lead to provide exceptional technical support leadership for SambaNova SambaRack, SambaStack and SambaCloud product offerings.
This individual will be responsible for:
- Whole stack technical support of high end computing environments
- Assist and mentor junior support engineers
- Be “ the face” of SambaNova Customer Support in your geography
- Assisting customers in debugging Machine Learning Models
- Work in close relation with the global support lead and other regional leads to maintain and continuously improve support processes and procedures
- Author and/or review internal and external facing knowledge articles
- Assist engineering by testing new features before they are released
- Contribute to and review Product Documentation
- Provide feedback to engineering via Jira
- Participate in on-call rotations as required
- Coordinate closely with site reliability engineers with the goal of reducing reactive customer issues
- Coordinate closely with field service representatives with the goal of reducing maintenance windows when they occur
Basic Qualifications
- Customer focused.
- Bachelor's degree required or 7+ years of documented customer support experience supporting high demand enterprise customers or 10+ years of documented customer support experience supporting high demand enterprise customers.
- An understanding of AI and machine learning terminology.
- Superior relationship and customer management skills that effectively builds trust.
- Exceptional communication and presentation skills that build confidence and credibility with customers.
- Excellent interpersonal, planning, and organizational skills.
- Experience with AI assisted development and co-work
Additional Required Qualifications
- Demonstrated Redhat Linux administration and debugging skills.
- Demonstrated experience supporting container based solutions.
- Demonstrated experience of kubernetes
- Demonstrated knowledge of shell scripting and either go, or Python.
- Demonstrated knowledge of troubleshooting computer networking.
- Demonstrated knowledge of ITSM
Preferred Qualifications
- Experience working in a high-growth startup
- Experience with new technologies
- A team player who demonstrates humility
- Action-oriented with a focus on speed & results
- Ability to thrive in a no-boundaries culture & make an impact on innovation
Base Salary Range:
Submission Guidelines
Please note that in order to be considered an applicant for any position at SambaNova Systems, you must submit an application form for each position for which you believe you are qualified.
EEO Policy
SambaNova Systems is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard basis of age (40 and over), color, disability, gender identity, genetic information, marital status, military or veteran status, national origin/ancestry, race, religion, creed, sex (including pregnancy, childbirth, breastfeeding), sexual orientation, and any other applicable status protected by federal, state, or local laws.
Benefits Summary for US-Based, Full-Time Employment Positions
SambaNova offers a competitive total rewards package, including the base salary, plus equity and benefits. We cover 95% premium coverage for employee medical insurance, and 77% premium coverage for dependents and offer a Health Savings Account (HSA) with employer contribution. We also offer Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life, and AD&D insurance plans in addition to Flexible Spending Account (FSA) options like Health Care, Limited Purpose, and Dependent Care. Our library of well-being benefits available to you and your dependents includes a full subscription to Headspace, Gympass+ membership with access to physical gyms, One Medical membership, counseling services with an Employee Assistance Program, and much more.
Skills Required
- Bachelor’s degree
- 7+ years of documented customer support experience supporting high-demand enterprise customers, or 10+ years of such experience
- Understanding of artificial intelligence and machine learning terminology
- Strong customer relationship and customer management skills
- Exceptional communication and presentation skills
- Excellent interpersonal, planning, and organizational skills
- Experience with AI-assisted development and co-work
- Red Hat Linux administration and debugging experience
- Experience supporting container-based solutions
- Kubernetes experience
- Knowledge of shell scripting and either Go or Python
- Computer networking troubleshooting knowledge
- IT service management knowledge
- Experience working in a high-growth startup
- Experience with new technologies
- Team-oriented approach and humility
- Action-oriented approach focused on speed and results
- Ability to thrive in a no-boundaries culture and contribute to innovation
What We Do
AI is changing the world and at SambaNova, we believe that you don’t need unlimited resources to take advantage of the most advanced, valuable AI capabilities - capabilities that are helping organizations explore the universe, find cures for cancer, and giving companies access to insights that provide a competitive edge. We deliver the world’s fastest and only complete AI solution for enterprises and governments with world-record inference performance and accuracy. Powered by the SambaNova SN40L Reconfigurable Dataflow Unit (RDU), organizations can build a technology backbone for the next decade of AI innovation with SambaNova Suite. Our fully integrated hardware-software system, DataScale®, enables organizations to train, fine-tune, and deploy the most demanding AI workloads using the largest and most challenging models. Most recently, with the launch of our newest offering, SambaNova Cloud, developers can supercharge AI-powered applications on Llama 3.2 models. SambaNova was founded in 2017 in Palo Alto, California, by a group of industry luminaries, business leaders, and world-class innovators who understand AI. Today, we’ve built an incredibly smart and motivated team dedicated to making a lasting impact on the industry and equipping our customers to thrive in the new era of AI.
Why Work With Us
As a talent first company, we aim to hire the greatest and most innovative minds in the industry- driving the next generation of AI computing where no barrier is too high and the possibilities are truly limitless. We encourage our peers to take risks and take the initiative to make a lasting impact on the AI and ML industries.
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