Manager, Support Response

Lambda, The Superintelligence Cloud, builds Gigawatt-scale AI Factories for Training and Inference. Lambda’s mission is to make compute as ubiquitous as electricity and give every person access to artificial intelligence. One person, one GPU.

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

About the role

At Lambda Labs, we are seeking a driven and experienced Support Manager to lead our dynamic support response team. As a Support Manager at Lambda Labs, you will play a pivotal role in ensuring the highest level of customer satisfaction by overseeing the resolution of technical issues, providing guidance to support staff, and implementing strategies to optimize support operations.

Must be flexible in working nights and weekends as needed, as well as maintaining an on-call schedule.

What You'll Do

• Collaborate with the Director of Customer Support to support the development and coaching of the Support Response team, ensuring they consistently deliver outstanding customer experiences.

• Ensure 24/7 monitoring and support of all customer tickets, monitoring platforms, and applications.

• Ensure first response SLA’s are achieved for customer cases.

• Develop and implement standard operating procedures for issue triage, resolution, and escalation.

• Coordinate with different teams (support, engineering, etc) for efficient problem resolution.

• Support the Customer Support team by participating in and leading training sessions, team meetings, and addressing roadblocks

• Ensure that departmental policies, procedures, and documentation accurately reflect best practices, making necessary changes or modifications as needed.

• Review, create, and distribute support metrics to track team performance and customer satisfaction, constantly seeking opportunities for improvement in support processes and practices.

• Assist in developing workflows and procedures for the team based on industry-standard frameworks.

• Manage 24/7 schedules for direct reports, including coordinating coverage for time-off requests and approving timesheets.

• Participate in the hiring process for support team candidates.

• Conduct performance reviews for members of the Customer Support team.

• Lead by example, actively engaging in resolving customer cases while maintaining the necessary technical knowledge to function effectively as a team member.

You

• Have an understanding of AI development, GPU computing, and Cloud computing technologies

• Have 2 years experience in a technical team leadership or managerial role

• Have the ability to evaluate and optimize support processes and workflows, identifying areas for improvement, with a record of successfully implementing changes to enhance efficiency and productivity

• You are someone who pays attention to detail and has the ability to follow instructions

• You are action-oriented and have a strong willingness to learn

• Have experience supporting customers in a Linux environment

• Have experience building and leading a 24/7 technical support organization or NOC

• Have experience with monitoring and alerting systems.

Nice to have

• Experience with GPU Cloud Services

• Experience Supermicro & Nvidia hardware

• Experience using and/or administering Zendesk / Jira

• Experience scaling support teams and handling customer escalations

• Experience with digital operations platforms like PagerDuty, Incident.io, or Ops Genie

Salary Range Information

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, ~400 employees (2025) and growing fast

• We offer generous cash & equity compensation

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

• We are experiencing extremely high demand for our systems, with quarter over quarter, year over year profitability

• Our research papers have been accepted into top machine learning and graphics conferences, including NeurIPS, ICCV, SIGGRAPH, and TOG

• 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.