• Handle multi-tier support operations. • Manage support for demand-side users (developers and ML teams using GPU compute), enterprise clients (companies deploying private infrastructure), and supply-side operators (data centers running Brokkr). Each has different SLAs, escalation paths, and support needs • Work with engineering to solve hard problems. Partner with infrastructure engineers and platform developers to troubleshoot complex issues. You'll figure out what's broken, pull in the right people, get to resolution, and make sure the same problem doesn't happen again • Own vendor accountability. When hardware fails, firmware has issues, or deliveries are delayed, you're the quarterback. Track vendor performance, escalate issues, negotiate remediation, and ensure our customers aren't left holding the bag for supplier problems • Manage SLA compliance and breaches. Define, track, and enforce SLAs across customer tiers and service types. When breaches occur, coordinate incident response, manage customer communication, and drive postmortem processes • Build support infrastructure. Establish ticketing systems, escalation matrices, on-call rotations, playbooks, and knowledge bases. Create the scaffolding that lets support scale from hundreds of customers to tens of thousands without breaking • Scale the function. As we grow, hire and mentor a support team. Build the culture and operating principles for support at Hydra Host