Backed by a16z.
About the role
Crux AI is seeking a founding Technical Support Lead (Senior Staff Engineer) in Palo Alto, California to establish and own our company-wide customer technical support posture, case management architecture, and support technology stack from zero.
What they're looking for
- 12+ Years Experience: 12+ years in technical support, TAC, or customer-facing infrastructure/SRE operations for large-scale compute/cloud environments, including 6+ years managing technical support engineering teams and leaders
- Senior Technical Leadership Scope: Proven track record building a technical support function from scratch, operating as a peer to senior engineering directors, and presenting customer health metrics to executive teams
- Hyperscaler / Neocloud Leadership: Technical support or TAC leadership at a hyperscaler (Google, AWS, Meta, Microsoft) or leading neocloud (CoreWeave, Lambda, Nebius, Nscale) during rapid customer growth
- Direct TPU / Frontier Silicon Support: Direct experience supporting Google TPU clusters or large-scale GPU accelerator pods in production
- Contractual SLA Mechanics: Familiarity with customer SLA terms, support tiering, maintenance windows, and service credit mechanics in enterprise cloud contracts
- Support Tooling & Budget Ownership: Financial accountability for support platforms (Zendesk/ServiceNow/custom), status page tooling, vendor contracts, and global 24x7 shift coverage
More about this role
Crux AI is a newly formed, U.S.-based integrated AI infrastructure company created to remove the physical and operational constraints on consequential AI ambitions. Crux brings together power, high-density data centers, TPU silicon, networking, orchestration software, and ongoing operations as one integrated system.
Crux is being capitalized to plan every layer together, develop each one to demanding standards, and operate the whole system with efficiency and reliability. That gives hyperscalers, frontier AI labs, sovereign customers, enterprises, and AI-native companies greater freedom to pursue the AI they are here to create.
Crux AI is led by CEO Ben Treynor Sloss , who spent over two decades in executive technical leadership at Google and founded the Site Reliability Engineering (SRE) discipline . At Crux AI, we apply Google’s SRE philosophy directly to customer operations: measuring reliability from the customer’s perspective, conducting blameless postmortems, and building systematic feedback loops that transform customer case escalations into permanent platform improvements.
Crux AI is seeking a founding Technical Support Lead (Senior Staff Engineer) in Palo Alto, California...
Browse similar: Startup jobs · Founding team roles · Remote jobs · San Francisco Bay Area