[Hiring] Full Stack Support Engineer @SambaNova Systems

Role Description

This is a high-visibility individual contributor role where you will serve as SambaNova's technical support lead for customers in your region. As AI adoption accelerates, you will be on the front lines — the face of SambaNova's support organization for the customers and partners you serve.

You will provide full-stack technical support across SambaRack, SambaStack, and SambaCloud, working directly with customers to resolve complex issues, improve product reliability, and ensure a seamless support experience. You will collaborate closely with engineering, product, customer engineering, and site reliability teams to drive continuous improvement across the entire support lifecycle.

What You’ll Do

• Customer Support & Technical Leadership
  • Own end-to-end technical support for customers in your region across SambaRack, SambaStack, and SambaCloud.
  • Serve as the regional support lead and primary technical point of contact for your customer base.
  • Support customers in debugging machine learning models and resolving complex, full-stack computing environment issues.
  • Participate in on-call rotations as required to ensure continuous coverage for production environments.
• Cross-Functional Collaboration
  • Partner with the global support lead and other regional leads to maintain and continuously improve support processes and procedures.
  • Coordinate with site reliability engineers to proactively reduce reactive customer issues.
  • Coordinate with field service representatives to minimize the impact and duration of maintenance windows.
  • Provide structured product feedback to engineering via Jira.
  • Assist engineering by testing new features prior to release.
• Knowledge & Documentation
  • Author and review internal and external knowledge base articles.
  • Contribute to and review product documentation to ensure accuracy and completeness.

Qualifications

• Bachelor's degree in Computer Science or Information Technology, or 2+ years of hands-on IT or technical support experience.
• Solid understanding of AI and machine learning concepts and terminology.
• Demonstrated troubleshooting skills and strong critical thinking in complex technical environments.
• Working knowledge of Shell scripting, Go, or Python.
• Familiarity with computer networking troubleshooting and IT Service Management (ITSM) processes.
• Exceptional communication and presentation skills — you build confidence and credibility with customers at every level.
• Strong relationship management skills; you earn trust and maintain it over time.
• Excellent interpersonal, planning, and organizational skills.

Requirements

• Experience supporting or working alongside high-performance compute or AI/ML infrastructure environments.
• Comfort operating in fast-moving, ambiguous environments where you can define your own path and make an impact.
• A collaborative, humble team player who leads with curiosity and a bias toward action.
• Genuine interest in emerging technologies and the evolving AI infrastructure landscape.

Benefits

• Competitive compensation including base salary, equity, and comprehensive benefits — including 95% premium coverage for employee medical insurance.
• Health Savings Account (HSA) with employer contribution.
• Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life, and AD&D insurance plans.
• Flexible Spending Account (FSA) options like Health Care, Limited Purpose, and Dependent Care.
• Well-being benefits including a full subscription to Headspace, Gympass+ membership, One Medical membership, and counseling services with an Employee Assistance Program.