Super Intelligence Support Account Lead

5+ years in Support Account Management, Technical Account Management, or Support Engineering within cloud, enterprise IT, or infrastructure environments Proven experience in HPC environments, Linux cluster administration, with strong preference for Kubernetes and/or Slurm Proven ability to own escalations end-to-end, with strong skills in incident management and structured communication Solid understanding of cloud and HPC infrastructure (GPU cloud, Kubernetes, Linux clusters, or public cloud platforms) Skilled at analyzing ticket trends, incident timelines, and support metrics Strong relationship management skills with both technical and executive-level stakeholders Comfortable leading cross-functional collaboration

Serve as the primary support contact for assigned Super Intelligence accounts Own the overall support health of assigned accounts Drive resolution for escalated issues Lead operational reviews (QBRs/MBRs) Develop and maintain account-level success and support plans Act as a mentor for frontline support engineers Document solutions, escalations, and RCA outcomes Partner with Product and Engineering teams Contribute to Lambda’s support operations playbooks Curate and document custom scripts, solutions, or customer-requested customizations Participate in an on-call schedule