Teams at Hyperbolic

Own customer support tickets from initial response through resolution, maintaining SLA commitments and coordinating escalations. Troubleshoot Linux-based GPU clusters, access issues, storage, networking, containers, drivers, quotas, security groups, billing, and account problems. Gather logs, reproduce issues, execute and create runbooks, improve documentation, and communicate clearly under pressure. The role requires cross-time-zone collaboration and participation in an on-call rotation for critical incidents.

Own customer GPU cluster environments from provisioning and benchmarking through handoff and ongoing operations. Debug multinode NCCL performance, GPU hardware, networking fabric, drivers, containers, and schedulers. Coordinate provider escalations, manage monitoring and alerting, advise named customers, and automate recurring troubleshooting into tooling and runbooks. The role requires deep Linux and GPU cluster expertise, strong customer communication, and sound escalation judgment.

Own customer infrastructure support tickets from initial response through resolution while meeting SLAs. Diagnose Linux-based GPU cluster issues, troubleshoot access, storage, networking, containers, drivers, billing, and account problems, and coordinate escalations. Execute and improve runbooks, document solutions, maintain customer and internal documentation, communicate clearly under pressure, and participate in on-call coverage across time zones.