Support Desk Engineer

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.

About the Role

We are hiring a Support Desk Engineer to join our Support & Operations team and serve as a frontline technical expert for our GPU cloud platform.

In this role, you will provide first- and second-line technical support to customers and internal stakeholders, helping troubleshoot issues across our AI infrastructure, cloud services, and platform components. You will act as the bridge between customers and engineering — diagnosing problems, resolving common issues, and escalating complex cases with clarity and precision.

This is a high-impact role in a fast-paced, high-growth environment. You’ll gain deep exposure to AI infrastructure, cloud technologies, and production-grade systems while helping ensure an exceptional customer experience.

What you'll be doing

Customer Support & Issue Resolution

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  Handle incoming support tickets and technical inquiries via email, chat, and ticketing systems.

  
  


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  Provide timely, professional support in line with established SLAs and support processes.

  
  


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  Troubleshoot issues across Nscale’s GPU cloud platform, infrastructure, and related services.

  
  


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  Diagnose and resolve common technical issues, escalating complex problems appropriately.

  
  

Ticket & Case Management

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  Accurately log, document, and track support tickets with detailed notes and updates.

  
  


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  Maintain clear records of troubleshooting steps and resolutions.

  
  


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  Proactively communicate status updates and next steps to customers.

  
  


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  Ensure tickets are progressed, resolved, or escalated within agreed timeframes.

  
  

Technical Troubleshooting

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  Diagnose infrastructure, networking, and platform-related issues.

  
  


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  Perform basic system diagnostics, log review, and configuration validation.

  
  


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  Identify recurring issue patterns and escalate systemic concerns to engineering.

  
  


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  Support customers with configuration, deployment, and performance-related queries.

  
  

Knowledge & Documentation

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  Develop and maintain strong knowledge of Nscale’s products, services, and common support cases.

  
  


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  Contribute to internal knowledge bases and support documentation.

  
  


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  Create and refine troubleshooting guides, FAQs, and customer-facing resources.

  
  


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  Share insights with the support team to continuously improve resolution quality.

  
  

Cross-Functional Collaboration

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  Work closely with Engineering, Operations, and Product teams to resolve technical issues.

  
  


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  Escalate critical or production-impacting issues with structured communication.

  
  


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  Participate in incident response activities when required.

  
  


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  Gather customer feedback and communicate product improvement suggestions internally.

  
  

Continuous Improvement

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  Identify opportunities to improve support processes, tooling, and documentation.

  
  


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  Help reduce ticket volume by improving self-service and knowledge resources.

  
  


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  Stay up to date with platform updates, releases, and new feature rollouts.

  
  

About You

Required Experience

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  2–4 years of technical support experience in a software, cloud, or infrastructure environment.

  
  


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  Strong troubleshooting and analytical problem-solving skills.

  
  


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  Excellent written and verbal communication skills, with the ability to explain complex concepts clearly.

  
  


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  Comfortable working in a fast-paced, high-growth environment.

  
  


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  Experience managing tickets within structured ITIL or similar support frameworks.

  
  


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  Familiarity with cloud platforms (AWS, GCP, Azure) and infrastructure concepts.

  
  


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  Basic understanding of networking, Linux/Unix systems, and/or containerization (Docker, Kubernetes).

  
  

Preferred Experience

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  Experience supporting GPU infrastructure, HPC environments, or AI/ML platforms.

  
  


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  Knowledge of Python, Bash, or scripting for diagnostics and automation.

  
  


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  Familiarity with monitoring and observability tools (Prometheus, Grafana, ELK stack, etc.).

  
  


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  Experience using ticketing platforms such as Jira, Zendesk, or ServiceNow.

  
  


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  Understanding of APIs and REST-based services.

  
  


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  Experience in a startup or scale-up environment.

  
  


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  Customer-facing support experience in B2B SaaS or infrastructure businesses.

  
  

Personal Attributes

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  Reliable, detail-oriented, and conscientious.

  
  


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  Calm and professional under pressure.

  
  


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  Genuinely passionate about helping customers succeed.

  
  


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  Curious and eager to learn new technologies.

  
  


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  Strong work ethic and commitment to service quality.

  
  


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  Able to build positive working relationships across teams.

  
  

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.

Highly competitive package (base + equity) with reviews every 12 months. 🚀

Join one of the fastest-growing AI infrastructure companies — your chance to support cutting-edge GPU cloud technology at scale. ✨

Expect a dynamic progression plan tailored to your ambitions. Grow into senior support, technical specialist, platform engineering, or other advanced roles with our full support.

Human-First Flexibility: We treat you as humans first. 🫶🏽 Our flexible workplace trusts Nscalers to deliver, giving you the autonomy to shape your day around life’s moments.

Learning & Development: Access to training resources, certifications, and hands-on exposure to AI infrastructure and cloud technologies.

Career Growth: Clear pathways to advance into senior support, technical specialist, or engineering roles as you develop your expertise.

Equal Opportunities Statement

We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.

If there’s anything we can do to accommodate your specific situation, please let us know.

The responsibilities outlined in this job description are not exhaustive and are intended to provide a general overview of the position. The employee may be required to perform additional duties, tasks, and responsibilities as assigned by management, consistent with the skills and qualifications required for the role.