---
title: 'Technical Support Engineer at Hyperbolic Labs'
canonical: 'https://feeny.ai/job/technical-support-engineer-hyperbolic-labs-remote-7vnm5z6a127b'
type: 'job'
last_seen: '2026-09-08'
---

# Technical Support Engineer at Hyperbolic Labs

- **Company:** Hyperbolic Labs
- **Location:** Remote
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-08-28
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.ashbyhq.com/hyperbolic/cc5c9238-ff86-4e67-9bed-f15a3e423600

## Job description

## WHO WE ARE

Hyperbolic Labs is on a mission to democratize AI by breaking down the barriers to computing power with our Open-Access AI Cloud. By making better use of idle computing resources across the globe, we offer an innovative GPU marketplace and AI inference service that promise affordability and accessibility for all. As pioneers at the intersection of AI and open-source technology, we believe in an open future where AI innovation is limited only by imagination, not by access to resources. We're looking for forward-thinking individuals who share our passion for making AI universally accessible, secure, and affordable. Join us in building a platform that empowers innovators everywhere to turn their visionary AI projects into reality.

## About the Role

When a customer's GPU cluster has a problem, you are the first engineer they talk to, and most of the time you are the only one they need to. You own the ticket from the first response to the resolution, you own the clock against our SLA, and you keep ownership even when the problem needs deeper help.

This is not a ticket routing job. You will be in Linux every day, on real infrastructure, fixing real customer problems. The people who do this well here move into the Forward Deployed Engineer role, and we will build that path with you deliberately.

## Who You Are

- Ticket ownership, end to end. You own every ticket you pick up, including after it escalates. You do not hand off, you pull in the engineer you need and stay on it until the customer is working.
- The SLA clock. First response, severity classification, and keeping us honest against our response commitments. You are the person who knows where every open issue stands.
- First technical response and triage. Reproduce the problem, gather the logs and configuration that matter, and make the first call on whether the fault is ours or the provider's.
- Customer environment access and configuration. SSH key and access issues, NFS mounts and storage, quotas, security groups, container and driver questions, billing and account questions.
- Runbook execution and authoring. Run the documented play when there is one. When you solve something new, write the runbook so the next person does not escalate it.
- Documentation. Keep our customer-facing docs and internal knowledge base current. Most repeat tickets are a documentation gap.
- Very strong Linux experience and daily work in the CLI.
- Experience owning tickets against a response SLA in cloud, hosting, or infrastructure support.
- Solid networking and storage fundamentals: SSH, NFS and mounts, DNS, firewalls and security groups.
- Working familiarity with GPU workloads: nvidia-smi, drivers, CUDA, containers.
- Clear and fast written communication under time pressure. Customers read what you write while they are blocked.
- Good judgment about the limits of your own knowledge, and a bias toward escalating early with a complete picture rather than late with a guess.
- Comfortable working across time zones and with an on-call rotation for critical issues.

## Preferred Qualifications

- Experience with ticketing and on-call tooling (Zendesk, Linear, PagerDuty, or similar).
- Scripting in bash or Python to automate repeat work.
- Exposure to Slurm, Kubernetes, or Docker in a multi-tenant environment.
- Background in GPU cloud, HPC, or a hardware-adjacent support org.

Hyperbolic is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

## About Hyperbolic Labs

## Company Overview
- **One-liner**: Hyperbolic provides an open-access cloud platform offering affordable, on-demand GPU compute and AI inference services for developers, researchers, and AI teams.
- **Entity Type**: Private (Series A)
- **Headquarters**: San Francisco, California, United States (also listed as Irvine, California, per CB Insights) [LinkedIn], [CB Insights]
- **Founded**: 2022 [CB Insights]
- **Founders**: Jasper Zhang (CEO) and Yuchen Jin (CTO, departed April 2026) [hyperbolic.ai/about], [LinkedIn]

## Core Business
- **Primary industry/industries**: AI Infrastructure, Cloud Computing, GPU-as-a-Service
- **Target customers**: B2B – AI startups, ML engineers, academic researchers, enterprise AI teams, and individual developers.
- **Mission or purpose statement**: “Build the world's most accessible and comprehensive AI platform, empowering developers with affordable, seamless access to meet all their AI needs in one unified platform.” [hyperbolic.ai/about]

## Products & Services
- **On-Demand GPU Clusters**: Rent H100/H200 GPUs in under one minute with no sales calls or quota limits. Pay-as-you-go, scale up/down as needed. [hyperbolic.ai]
- **Reserved Clusters**: Guaranteed, isolated capacity for long-term workloads at discounted prepaid pricing. Ideal for 24/7 inference or large training jobs. [hyperbolic.ai]
- **Dedicated Endpoints**: Single-tenant GPU instances with private endpoints for high-throughput inference (100K+ tokens/min) and full control. Hourly pricing. [hyperbolic.ai]
- **Serverless Inference API**: OpenAI-compatible API to run models like Llama, Qwen, DeepSeek, SDXL, Flux, etc. Swap base URL and key with minimal code changes. [hyperbolic.ai]
- **AI Consulting Services**: Engineering support for setup, scaling, sharding, and debugging across training, fine-tuning, and inference. [hyperbolic.ai]

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Total Funding**: $19.73M (Series A: $12M in December 2024; Seed: $7M in July 2024; additional earlier rounds) [LinkedIn], [CB Insights]
- **Notable Investors/Partners**: Variant, Polychain Capital, Chapter One, Faction, Bankless Ventures, Blockchain Builders Fund, and 29+ others. [CB Insights]
- **Growth Signals**: 200,000+ builders on the platform; claims 3–10x less expensive than inference competitors; presence in 5 countries (US, Singapore, Vietnam, France, South Korea). [hyperbolic.ai], [LinkedIn]
- **Key Metric**: Total funding $19.73M; no public revenue data.

## Competitive Advantages
- **Cost leadership**: 3–10x cheaper than competing inference providers, with no hidden fees or long-term commitments. [hyperbolic.ai]
- **Zero quota limits**: No artificial caps on GPU usage – provision instantly. [hyperbolic.ai]
- **Unique model support**: Only platform serving Llama-3.1-405B-Base in BF16 (high-precision) and FP8 (ultra-fast inference). Endorsed by Andrej Karpathy. [hyperbolic.ai]
- **Open-access ethos**: Focus on democratizing compute by aggregating underutilized GPUs (consumer-grade and data center), enabling AI development without vendor lock-in. [hyperbolic.ai/about]
- **Speed**: Deploy a cluster in under one minute; pay with credit card or crypto. [hyperbolic.ai]

## Strategic Focus
- **Scalability & automation**: Building the most automated platform to eliminate sales calls and friction. [hyperbolic.ai/about]
- **Open ecosystem**: Partnering with top research labs, institutions, and major AI/ML teams to advance open-source AI and open-access compute. [hyperbolic.ai/about]
- **Expanding model variety**: Continuously adding new state-of-the-art models and inference optimizations. [hyperbolic.ai]

## Why Work Here
- **Culture**: Emphasizes “open access, collaboration, innovation, and automation.” Founding story rooted in removing barriers for developers and researchers. [hyperbolic.ai/about]
- **Team**: Small (17 employees as of mid-2026), with a flat structure and hands-on roles. Engineering-centric (5 technical staff) plus growing GTM and product teams. [LinkedIn]
- **Remote/Hybrid**: HQ in San Francisco; employees across 5 countries – likely offers remote flexibility, though policy not explicitly stated. [LinkedIn]
- **Notable perks**: Work on cutting-edge AI infrastructure; direct impact on product; collaboration with top AI labs; use of latest GPUs (H100/H200). [hyperbolic.ai/about]
- **Caution**: Recent high-profile departures (co-founder/CTO Yuchen Jin, Head of Business Operations, and a founding AI engineer in April 2026) – candidates should investigate stability and leadership continuity. [LinkedIn]

## Sources
1. [Hyperbolic – Official Website](https://www.hyperbolic.ai/)
2. [Hyperbolic – About Page](https://www.hyperbolic.ai/about)
3. [Hyperbolic – LinkedIn Company Page](https://www.linkedin.com/company/hyperbolic-labs)
4. [Hyperbolic Labs – CB Insights Profile](https://www.cbinsights.com/company/hyperbolic-labs)
5. [Hyperbolic – Careers Page (Ashby)](https://jobs.ashbyhq.com/hyperbolic)

## Other roles at Hyperbolic Labs

- [GTM (Operations)](https://feeny.ai/job/gtm-operations-hyperbolic-labs-remote-ew8zr8za3vbr)
- [Capital Markets Lead](https://feeny.ai/job/capital-markets-lead-hyperbolic-labs-san-francisco-985j3avwskz1) — San Francisco, CA
- [Supply Specialist](https://feeny.ai/job/supply-specialist-hyperbolic-labs-remote-91ddkx7r0sm1)
- [Supply Operations Manager](https://feeny.ai/job/supply-operations-manager-hyperbolic-labs-san-francisco-yrda372abz69) — San Francisco, CA
- [VP of Engineering](https://feeny.ai/job/vp-of-engineering-hyperbolic-labs-san-francisco-fyhpfb9k3fxp) — San Francisco, CA
- [Head of Operations](https://feeny.ai/job/head-of-operations-hyperbolic-labs-san-francisco-b1gmqpm0rasq) — San Francisco, CA
- [Technical Writer](https://feeny.ai/job/technical-writer-hyperbolic-labs-remote-gj2zdmf5d7kf)
- [Head of Supply](https://feeny.ai/job/head-of-supply-hyperbolic-labs-san-francisco-qf31th4bdmsj) — San Francisco, CA
- [Forward Deployed Infrastructure Engineer - Eastern US](https://feeny.ai/job/forward-deployed-infrastructure-engineer-eastern-us-hyperbolic-labs-remote-nwccwv8jz4bb)
- [Member of Technical Staff - Platform](https://feeny.ai/job/member-of-technical-staff-platform-hyperbolic-labs-san-francisco-khqdj4nvktrf) — San Francisco, CA