# Technical Support Lead (Senior Staff Engineer) at Crux

- Company: Crux
- What the company does: Backed by a16z.
- Company website: https://www.cruxdata.com
- Type: Startups
- Level: Senior
- Location: Palo Alto
- Work setup: Remote
- Posted: 2026-09-18
- Apply by: 2026-11-02
- Apply: https://jobs.ashbyhq.com/crux/5111bf31-cbbc-45c0-92fd-d018e5fc311f
- Page: https://www.1752.vc/careers/jobs/crux-technical-support-lead-senior-staff-engineer/

## 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

Tags: Technology