Full Stack Support Engineer

SambaNova Systems

5d

About The Position

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.
SambaNova Suite™ is the first full-stack, generative AI platform, from chip to model, optimized for enterprise and government organizations. Powered by the intelligent SN40L chip, the SambaNova Suite is a fully integrated platform, delivered on-premises or in the cloud, combined with state-of-the-art open-source models that can be easily and securely fine-tuned using customer data for greater accuracy. Once adapted with customer data, customers retain model ownership in perpetuity, so they can turn generative AI into one of their most valuable assets.
About SambaNova
SambaNova 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 Role
This 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.

Requirements

• Bachelor's degree in Computer Science or Information Technology, or 2+ years of hands-on IT or technical support experience
• Solid understanding of AI and machine learning concepts and terminology
• Demonstrated troubleshooting skills and strong critical thinking in complex technical environments
• Working knowledge of Shell scripting, Go, or Python
• Familiarity with computer networking troubleshooting and IT Service Management (ITSM) processes
• Exceptional communication and presentation skills — you build confidence and credibility with customers at every level
• Strong relationship management skills; you earn trust and maintain it over time
• Excellent interpersonal, planning, and organizational skills

Nice To Haves

• Experience supporting or working alongside high-performance compute or AI/ML infrastructure environments
• Comfort operating in fast-moving, ambiguous environments where you can define your own path and make an impact
• A collaborative, humble team player who leads with curiosity and a bias toward action
• Genuine interest in emerging technologies and the evolving AI infrastructure landscape

Responsibilities

• Own end-to-end technical support for customers in your region across SambaRack, SambaStack, and SambaCloud
• Serve as the regional support lead and primary technical point of contact for your customer base
• Support customers in debugging machine learning models and resolving complex, full-stack computing environment issues
• Participate in on-call rotations as required to ensure continuous coverage for production environments
• Partner with the global support lead and other regional leads to maintain and continuously improve support processes and procedures
• Coordinate with site reliability engineers to proactively reduce reactive customer issues
• Coordinate with field service representatives to minimize the impact and duration of maintenance windows
• Provide structured product feedback to engineering via Jira
• Assist engineering by testing new features prior to release
• Author and review internal and external knowledge base articles
• Contribute to and review product documentation to ensure accuracy and completeness

Benefits

• SambaNova 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees