Super Intelligence Support Account Lead

Lambda, The Superintelligence Cloud, is a leader in AI cloud infrastructure serving tens of thousands of customers. Our customers range from AI researchers to enterprises and hyperscalers. Lambda's mission is to make compute as ubiquitous as electricity and give everyone the power of superintelligence. One person, one GPU.

If you'd like to build the world's best AI cloud, join us.

About this role

The Super Intelligence Support Account Lead is part of Lambda’s Super Intelligence business unit, dedicated to our largest, most strategic customers operating in the most complex environments. In this role, you will serve as the key support contact for Super Intelligence accounts, acting as a dedicated resource embedded in their success. Your mission is to ensure these customers receive world-class support delivery—solving issues quickly, escalating effectively, advocating for their needs, and driving cross-functional involvement when required.

You’ll collaborate closely with every layer of Support Operations, Engineering, Data Center Operations, and Sales, reporting to the Manager of Super Intelligence while working hands-on across the global account management structure. The role requires speed, responsiveness, creativity, and ownership—bringing outside-the-box solutions to critical issues and ensuring support outcomes consistently exceed expectations.

What You’ll Do

- Serve as the primary support contact for assigned Super Intelligence accounts, ensuring consistent, high-quality customer experiences.

- Own the overall support health of assigned accounts, proactively monitoring for risks, recurring issues, and opportunities to improve reliability.

- Drive resolution for escalated issues by coordinating with Support, Data Center Ops, and Engineering teams—ensuring timely communication and accountability.

- Lead operational reviews (QBRs/MBRs), presenting ticket trends, SLA adherence, incident summaries, and improvement actions.

- Develop and maintain account-level success and support plans aligned to customer priorities and workloads.

- Act as a mentor for frontline support engineers, guiding them through escalations and sharing best practices.

- Document solutions, escalations, and RCA outcomes to build scalable runbooks and strengthen internal processes.

- Partner with Product and Engineering teams to ensure customer pain points are visible, tracked, and resolved.

- Contribute to Lambda’s support operations playbooks, refining how we handle incidents, escalations, and enterprise account management.

- Curate and document custom scripts, solutions, or customer-requested customizations outside of Lambda’s reference architecture when required.

- Participate in an on-call schedule

You

- 5+ years in Support Account Management, Technical Account Management, or Support Engineering within cloud, enterprise IT, or infrastructure environments.

- Proven experience in HPC environments, showcasing your expertise in Linux cluster administration, with strong preference for Kubernetes and/or Slurm for cluster orchestration

- Proven ability to own escalations end-to-end, with strong skills in incident management and structured communication.

- Solid understanding of cloud and HPC infrastructure (GPU cloud, Kubernetes, Linux clusters, or public cloud platforms).

- Skilled at analyzing ticket trends, incident timelines, and support metrics, turning them into actionable improvements.

- Strong relationship management skills with both technical and executive-level stakeholders.

- Comfortable leading cross-functional collaboration, ensuring engineering and operations stay aligned on customer priorities.

- Experience mentoring or guiding support engineers through escalations or complex cases.

Nice to Have

- Experience supporting hyperscale or mission-critical customers with 24/7 availability requirements.

- Familiarity with enterprise ticketing and incident management systems (Zendesk, Jira, ServiceNow).

- Exposure to GPU/AI/HPC technologies such as CUDA, NCCL, NVLink, GPUDirect, or InfiniBand/RoCE networking.

- Background in documenting support processes, RCAs, or escalation frameworks.

- Certifications in ITIL, Linux, cloud platforms, or project management.

Salary Range Information

This is a salaried non-exempt role, eligible for overtime. The annual salary range for this position has been set based on market data and other factors. However, a salary higher or lower than this range may be appropriate for a candidate whose qualifications differ meaningfully from those listed in the job description.

About Lambda

- Founded in 2012, with 500+ employees, and growing fast

- Our investors notably include TWG Global, US Innovative Technology Fund (USIT), Andra Capital, SGW, Andrej Karpathy, ARK Invest, Fincadia Advisors, G Squared, In-Q-Tel (IQT), KHK & Partners, NVIDIA, Pegatron, Supermicro, Wistron, Wiwynn, Gradient Ventures, Mercato Partners, SVB, 1517, and Crescent Cove

- We have research papers accepted at top machine learning and graphics conferences, including NeurIPS, ICCV, SIGGRAPH, and TOG

- Our values are publicly available: https://lambda.ai/careers

- We offer generous cash & equity compensation

- Health, dental, and vision coverage for you and your dependents

- Wellness and commuter stipends for select roles

- 401k Plan with 2% company match (USA employees)

- Flexible paid time off plan that we all actually use

A Final Note:

You do not need to match all of the listed expectations to apply for this position. We are committed to building a team with a variety of backgrounds, experiences, and skills.

Equal Opportunity Employer

Lambda is an Equal Opportunity employer. Applicants are considered without regard to race, color, religion, creed, national origin, age, sex, gender, marital status, sexual orientation and identity, genetic information, veteran status, citizenship, or any other factors prohibited by local, state, or federal law.