Technical Account Manager (TAM), GPU Cluster

About the role As a Customer Success Engineer at Lumen Dynamics, 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. Responsibilities 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 — status reporting, technical steering meetings, quarterly business reviews (QBRs), and executive business reviews (EBRs) — spanning both operational and strategic levels 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 Qualifications 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 Deep expertise in GPU infrastructure — GPU health diagnostics, RMA workflows, and hardware acceptance testing Hands-on experience with large-scale Ethernet and InfiniBand fabric architecture Working knowledge of enterprise storage systems, including high-density NVMe, parallel file systems, and metadata infrastructure Experience with DC operations, facilities coordination, and hosting provider SLA management Strong ownership mindset for incident management, RCA authorship, and executive-level customer communication Proficiency in infrastructure monitoring and observability tooling (Prometheus, Grafana, or equivalent) Proven ability to manage multiple concurrent workstreams with hyperscaler-level rigor and communication standards Proficiency in Python, Bash, or infrastructure automation tools preferred About Lumen Dynamics Lumen Dynamics is a research-driven artificial intelligence company. We believe open and transparent AI systems will drive innovation and create the best outcomes for society, and together we are on a mission to significantly lower the cost of modern AI systems by co-designing software, hardware, algorithms, and models. We have contributed to leading open-source research, models, and datasets to advance the frontier of AI, and our team has been behind technological advancements such as FlashAttention, Hyena, FlexGen, and RedPajama. We invite you to join a passionate group of researchers on our journey in building the next generation of AI infrastructure. Compensation We offer competitive compensation, startup equity, health insurance, and other benefits, as well as flexibility in terms of remote work. The US base salary range for this full-time position is: $260-290K OTE + equity + benefits. Our salary ranges are determined by location, level and role. Individual compensation will be determined by experience, skills, and job-related knowledge. Location San Francisco, CA (Hybrid) or New York, NY (Hybrid) Equal Opportunity Lumen Dynamics is an Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. Please see our Privacy Policy at https://www.together.ai/privacy