Customer Success Engineer (GPU Cluster)

• As a Customer Support Engineer at Together AI, you will serve as the named technical owner for one of our most strategic customer relationships
• You will be the primary technical point of contact across all infrastructure domains — compute, networking, storage, and facilities — ensuring flawless delivery and operational health of large-scale GPU deployments
• This role sits at the intersection of deep infrastructure expertise and high-stakes customer partnership, making you a critical driver of both customer success and company growth
• Serve as the named technical point of contact for a dedicated strategic customer, owning the end-to-end technical relationship across compute, networking, storage, and facilities
• Drive structured engagement through regular cadences including status reporting, technical steering meetings, and executive business reviews
• Translate customer operational feedback into actionable input for Engineering, Product, and Infrastructure roadmaps
• Lead issue lifecycle management, escalation, and RCA authorship across all infrastructure domains in partnership with Support, SRE, DC Ops, and Engineering teams
• Own end-to-end RMA coordination and hardware lifecycle management, including acceptance testing, spare inventory management, and hardware health reporting for large-scale GPU deployments
• Maintain deep technical expertise across the customer’s infrastructure stack — GPU compute, high-speed fabric, and large-scale storage systems — advising on configuration, operational best practices, and incident resolution
• Own the observability strategy for the customer estate, including alert policy definition, dashboard development, and proactive health management across all infrastructure layers
• Coordinate DC operations and facilities events in partnership with internal teams and hosting providers, ensuring SLA compliance and cluster availability
• Act as project manager for all capacity expansions, owning the full node deployment lifecycle from freight receipt through production acceptance

Benefits

• Competitive health insurance plans
• Dental and vision insurance
• Pre-tax flexible spending accounts
• Mental health support and services
• Income protection & retirement
• Life insurance
• STD & LTD insurance
• 401(k) plan
• AD&D insurance
• Monthly commuting stipend + pre-tax bene
• Flexible time off policy
• Team-driven celebrations and events
• Monthly team lunches

• Proven ability to manage multiple concurrent workstreams with hyperscaler-level rigor and communication standards
• Working knowledge of enterprise storage systems, including high-density NVMe, parallel file systems, and metadata infrastructure
• Hands-on experience with large-scale Ethernet and InfiniBand fabric architecture
• 5+ years in a customer-facing technical role, with 2+ years in dedicated technical account management or solutions architecture for large-scale AI or HPC infrastructure
• Proficiency in Python, Bash, or infrastructure automation tools preferred
• Proficiency in infrastructure monitoring and observability tooling (Prometheus, Grafana, or equivalent)
• Deep expertise in GPU infrastructure — GPU health diagnostics, RMA workflows, and hardware acceptance testing
• Strong ownership mindset for incident management, RCA authorship, and executive-level customer communication
• Experience with DC operations, facilities coordination, and hosting provider SLA management