AI Infrastructure Support Engineer

About the role

Nscale provides GPU cloud infrastructure for AI, and its Support & Operations team helps customers and internal teams succeed. The Support Desk Engineer provides first and second-line technical support to customers and internal stakeholders, handling incoming inquiries, troubleshooting issues and escalating complex problems to engineering teams. The role suits someone who can communicate clearly with both technical and non-technical users.

Key responsibilities

• Handle support tickets and inquiries by email, chat and ticketing systems, following support processes and SLAs
• Troubleshoot GPU cloud platform issues and escalate complex ones to engineering
• Maintain accurate ticket records, track progress and keep customers informed
• Build and maintain knowledge of products and services, contribute to knowledge bases and create troubleshooting guides and FAQs
• Diagnose infrastructure and connectivity issues, perform log analysis and escalate systemic problems
• Support customers with configuration, deployment and optimization questions
• Work with engineering, operations and product teams, take part in incident response and gather customer feedback
• Improve support processes, documentation and self-service resources

Required profile

• 2-4 years of technical support experience in software, cloud or infrastructure environments
• Experience managing support tickets and following ITIL or similar processes
• Ability to explain technical concepts to non-technical users and work in a fast-paced, high-growth environment
• Preferred: GPU infrastructure, HPC or AI/ML support, B2B SaaS or infrastructure customer-facing experience, and start-up experience

Required skills

• Familiarity with cloud platforms (AWS, GCP, Azure) or infrastructure concepts
• Basic understanding of networking, Linux/Unix or containerization (Docker/Kubernetes)
• Preferred: Python, Bash, monitoring tools (Prometheus, Grafana, ELK stack), ticketing systems (Jira, Zendesk, ServiceNow), APIs and REST