Teams at Hyperbolic

Own customer infrastructure support tickets from initial response through resolution while meeting SLAs. Diagnose Linux-based GPU cluster issues, troubleshoot access, storage, networking, containers, drivers, billing, and account problems, and coordinate escalations. Execute and improve runbooks, document solutions, maintain customer and internal documentation, communicate clearly under pressure, and participate in on-call coverage across time zones.

The role involves benchmarking infrastructure performance, designing tests, debugging customer trials, and maintaining benchmarking infrastructure while ensuring clear documentation and communication.

Source and negotiate GPU capacity supply agreements, manage supplier pipelines from outreach to signed contracts, conduct commercial diligence, align supply with demand alongside Sales/Finance, coordinate with Legal/Operations, track market pricing and capacity trends, represent the company at industry events, and develop scalable supply processes.