Remote Full Stack Support Engineer

The era of pervasive AI has arrived. In this era, organizations will use generative AI to unlock hidden value in their data, accelerate processes, reduce costs, drive efficiency and innovation to fundamentally transform their businesses and operations at scale.About SambaNovaSambaNova Systems is building the infrastructure for the next era of AI. Powered by our purpose-built Reconfigurable Dataflow Unit (RDU) and the SN40L chip, our full-stack platform delivers the speed, efficiency, and scale that enterprise AI demands. Our customers include sovereign AI providers, data centers, and leading enterprises worldwide.About the RoleThis 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 DoCustomer Support & Technical LeadershipOwn end-to-end technical support for customers in your region across SambaRack, SambaStack, and SambaCloudServe as the regional support lead and primary technical point of contact for your customer baseSupport customers in debugging machine learning models and resolving complex, full-stack computing environment issuesParticipate in on-call rotations as required to ensure continuous coverage for production environmentsCross-Functional CollaborationPartner with the global support lead and other regional leads to maintain and continuously improve support processes and proceduresCoordinate with site reliability engineers to proactively reduce reactive customer issuesCoordinate with field service representatives to minimize the impact and duration of maintenance windowsProvide structured product feedback to engineering via JiraAssist engineering by testing new features prior to releaseKnowledge & DocumentationAuthor and review internal and external knowledge base articlesContribute to and review product documentation to ensure accuracy and completenessWhat We're Looking ForRequiredBachelor's degree in Computer Science or Information Technology, or 2+ years of hands-on IT or technical support experienceSolid understanding of AI and machine learning concepts and terminologyDemonstrated troubleshooting skills and strong critical thinking in complex technical environmentsWorking knowledge of Shell scripting, Go, or PythonFamiliarity with computer networking troubleshooting and IT Service Management (ITSM) processesExceptional communication and presentation skills — you build confidence and credibility with customers at every levelStrong relationship management skills; you earn trust and maintain it over timeExcellent interpersonal, planning, and organizational skillsPreferredExperience supporting or working alongside high-performance compute or AI/ML infrastructure environmentsComfort operating in fast-moving, ambiguous environments where you can define your own path and make an impactA collaborative, humble team player who leads with curiosity and a bias toward actionGenuine interest in emerging technologies and the evolving AI infrastructure landscapeWhy SambaNovaWork at the intersection of cutting-edge AI hardware and real-world enterprise deployment — no two days look the sameHigh-visibility role with direct exposure to SambaNova leadership, engineering, and product teamsCompetitive compensation including base salary, equity, and comprehensive benefits — including 95% premium coverage for employee medical insuranceSubmission GuidelinesPlease 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 PolicySambaNova 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 PositionsSambaNova 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.