1 week ago

Operations and Support Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Lead daily operations and customer-facing support for Hydra Host’s NeoCloud AI infrastructure. Serve as the Incident Commander for production-impacting events, coordinate engineering and vendors to resolve issues, and drive post-incident improvements. Build scalable support operations (ticketing, escalation, knowledge, automation, on-call, playbooks) and partner on AI Factory deployment readiness, capacity planning, and maintenance. Establish KPIs, manage vendor escalations, and help recruit, mentor, and develop the Operations & Support organization.

Location: Miami

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead and develop the customer support organization from the ground up for enterprise AI customers and AI Factory operators.
•Drive operational excellence by coordinating day-to-day health of the NeoCloud platform across engineering, infrastructure, vendors, and customer-facing teams.
•Serve as Incident Commander for production-impacting events and own customer communications during incident response.
•Design and implement scalable support operations including ticketing, escalation procedures, knowledge management, automation, on-call rotations, and playbooks.
•Partner across deployment, engineering, and data center teams to coordinate infrastructure deployments, rack turn-up, GPU readiness, capacity planning, and maintenance scheduling.

Pay and Benefits

Salary: USD 140,000 - 200,000 annually

Key Requirements

•5+ years leading customer support, technical operations, infrastructure operations, or service delivery organizations.
•Experience supporting enterprise infrastructure, cloud platforms, AI infrastructure, NeoCloud providers, or large-scale data center environments.
•Experience managing production incidents in mission-critical environments.
•Strong understanding of servers, networking, storage, and enterprise infrastructure.
•Experience building operational processes that scale rapidly and managing production vendors/infrastructure providers.

Experience:5+ yearsAI infrastructureEnterprise infrastructureCloud platformsLarge-scale data centersMission-critical environments

Skills:CommunicationOrganizational skillsProject managementCross-functional leadershipOwnership/accountability

Tech Stack:NeoCloudNeoCloud providersZendeskJira Service ManagementLinearHubSpotIntercomInfiniBandRoCEGPU clusterTicketing systemsOn-call rotationsOperational playbooksAI-powered support toolsHGXDGXH100H200BlackwellBare-metal cloud infrastructure

Company Brief

Hydra Host

Hydra Host provides bare metal GPU infrastructure and an operating system for AI factories. It helps customers and data center operators deploy, manage, and monetize GPU compute across distributed data centers, with a focus on AI workloads and sovereign infrastructure.

Industry: Cloud Computing

Company Size: Small (11 to 50 employees)

Growth: Growth Stage Startup

Funding: Series A

Headquarters: Miami, United States

Website LinkedIn

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Hydra Host

1 week ago

Operations and Support Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Location: Miami

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead and develop the customer support organization from the ground up for enterprise AI customers and AI Factory operators.
•Drive operational excellence by coordinating day-to-day health of the NeoCloud platform across engineering, infrastructure, vendors, and customer-facing teams.
•Serve as Incident Commander for production-impacting events and own customer communications during incident response.
•Design and implement scalable support operations including ticketing, escalation procedures, knowledge management, automation, on-call rotations, and playbooks.
•Partner across deployment, engineering, and data center teams to coordinate infrastructure deployments, rack turn-up, GPU readiness, capacity planning, and maintenance scheduling.

Pay and Benefits

Salary: USD 140,000 - 200,000 annually

Key Requirements

•5+ years leading customer support, technical operations, infrastructure operations, or service delivery organizations.
•Experience supporting enterprise infrastructure, cloud platforms, AI infrastructure, NeoCloud providers, or large-scale data center environments.
•Experience managing production incidents in mission-critical environments.
•Strong understanding of servers, networking, storage, and enterprise infrastructure.
•Experience building operational processes that scale rapidly and managing production vendors/infrastructure providers.

Experience:5+ yearsAI infrastructureEnterprise infrastructureCloud platformsLarge-scale data centersMission-critical environments

Skills:CommunicationOrganizational skillsProject managementCross-functional leadershipOwnership/accountability

Company Brief

Hydra Host

Industry: Cloud Computing

Company Size: Small (11 to 50 employees)

Growth: Growth Stage Startup

Funding: Series A

Headquarters: Miami, United States

Website LinkedIn