Back
AI Infrastructure Support Engineer
Full-time
About Nscale
Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility.
We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you'll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you'll be contributing to building the technology that powers the future.
Why Nscale?
At Nscale, our Support & Operations team plays a critical role in enabling our customers and internal teams to succeed. You'll be part of a team that directly impacts customer satisfaction, platform reliability, and operational excellence across our AI infrastructure.
About The Role
We're looking for a Support Desk Engineer to provide first and second-line technical support to our customers and internal stakeholders. You'll be the frontline of our support organization, handling incoming technical inquiries, troubleshooting issues, and escalating complex problems to our engineering teams. This role requires strong problem-solving skills, technical competency, and the ability to communicate clearly with both technical and non-technical users.
You'll work in a fast-paced, high-growth environment where you'll gain exposure to cutting-edge AI infrastructure, cloud technologies, and customer-facing operations. This position offers the opportunity to develop deep technical knowledge while building strong relationships with customers and internal teams.
What You'll Be Doing
Customer Support & Issue Resolution
Handle incoming support tickets and inquiries from customers via email, chat, and ticketing systems
Provide timely, professional technical support following established support processes and SLAs
Troubleshoot customer issues across our GPU cloud platform, infrastructure, and related services
Diagnose and resolve common technical problems, escalating complex issues appropriately
Ticket & Case Management
Manage support tickets with accuracy and attention to detail, ensuring proper documentation and status updates
Maintain clear, detailed records of all support interactions and resolutions
Track ticket progress and ensure timely resolution or escalation
Proactively communicate with customers on ticket status and next steps
Knowledge & Documentation
Build and maintain comprehensive knowledge of Nscale's products, services, and common issues
Contribute to internal knowledge bases and documentation to improve support efficiency
Create and refine troubleshooting guides and FAQs based on recurring issues
Share learnings with the support team to continuously improve response quality
Technical Troubleshooting
Diagnose infrastructure, connectivity, and platform-related issues
Perform basic system diagnostics and log analysis
Identify patterns in customer issues and escalate systemic problems to engineering
Support customers with configuration, deployment, and optimization questions
Cross-Functional Collaboration
Work closely with engineering, operations, and product teams to resolve customer issues
Escalate and communicate critical issues to appropriate teams
Participate in incident response when required
Gather customer feedback and relay feature requests or improvement suggestions
Continuous Improvement
Identify opportunities to improve support processes, documentation, and tooling
Contribute to reducing ticket volume through better self-service resources
Suggest process improvements based on customer interactions and pain points
Stay current with platform updates and new features
About You
Skills and Experience
Required
2-4 years of technical support experience in a software, cloud, or infrastructure environment
Strong troubleshooting and problem-solving skills with the ability to work through complex technical issues
Excellent written and verbal communication skills; ability to explain technical concepts clearly to non-technical users
Comfortable working in a fast-paced, high-growth environment with the ability to prioritize and escalate when necessary
Experience managing support tickets and following ITIL or similar support processes
Familiarity with cloud platforms (AWS, GCP, Azure) or infrastructure concepts
Basic understanding of networking, Linux/Unix systems, or containerization (Docker/Kubernetes)
Preferred
Experience supporting GPU infrastructure, HPC systems, or AI/ML platforms
Knowledge of Python, Bash, or other scripting languages for automation and diagnostics
Familiarity with monitoring and observability tools (e.g., Prometheus, Grafana, ELK stack)
Experience with ticketing systems (Jira, Zendesk, ServiceNow, or similar)
Understanding of API concepts and REST services
Fast-paced start-up or scale-up experience
Customer-facing support experience in a B2B SaaS or infrastructure environment
Personal Attributes
Reliable, conscientious, and detail-oriented
Ability to remain calm and professional under pressure
Genuine passion for helping customers succeed
Curiosity and eagerness to learn new technologies
Strong work ethic and commitment to quality
Ability to influence and build relationships with stakeholders across the business
What We Can Offer You
At Nscale, you'll find a collaborative, supportive, and innovative environment where your contributions spark real impact. We're building something extraordinary, and we want you at the core.
Nscale does not accept unsolicited candidate submissions from recruitment agencies.*
