{"id":3880523,"url":"https://alion.io/job/nexgen-cloud-support-engineer","title":"Support Engineer","company":{"id":678909,"name":"NexGen Cloud","domain":"nexgencloud.com","url":"https://alion.io/company/nexgencloud","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nottingham, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HPC","optional":false},{"name":"Kubernetes","optional":false},{"name":"OpenStack","optional":false},{"name":"Rest API","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-06T13:31:23Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-06T22:43:46Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"ABOUT NEXGEN CLOUD\nNexGen Cloud is a fast-growing GPU cloud and AI infrastructure business. We’re the company behind Hyperstack - a self-serve, on-demand cloud platform built for high-performance AI, HPC, and compute-heavy workloads. Powered by 100% renewable energy and NVIDIA architecture, Hyperstack gives teams from AI startups to enterprise the compute they need, without the cost or complexity of legacy cloud.\nWe move fast, solve hard problems, and build things that matter. If you want ownership, real impact, and a front-row seat to one of the most consequential infrastructure shifts of the decade - this is the place.\nTHE ROLE: L2 SUPPORT ENGINEER\nAs more customers run AI and HPC workloads on Hyperstack, the issues reaching our support team are getting deeper and more technical. We’re adding an L2 Support Engineer to our Customer Experience team in Nottingham to take on the problems that need real investigation, and to help build the runbooks and knowledge base the team is putting in place now. The role is moving steadily towards junior infrastructure work, with OpenStack and Kubernetes training provided.\nThis is a role for someone who stays calm when a customer isn’t, digs into a problem without needing a fully mapped-out playbook, and sees a ticket through to resolution without being chased.\nWHAT YOU’LL BE DOING\nRather than a checklist, here’s what success in this role actually looks like:\nOwn L2 tickets across email, chat and phone from first response to resolution, keeping customers updated at every stage and meeting the team’s response and resolution targets.\nCollaborate closely with your Team Lead, the wider Support team and Engineering, handing over open issues cleanly and escalating defects with the logs, reproduction steps and customer impact needed to start a fix straight away.\nDiagnose customer issues using REST API calls, application and system logs, and Linux and Windows tooling, including virtual machine, networking and storage problems on OpenStack and basic Kubernetes deployments.\nSpot patterns across tickets that point to a wider platform incident, and raise them quickly.\nWrite and maintain troubleshooting guides and customer-facing knowledge base articles, and help build the team’s SOPs and failure-scenario runbooks.\nHandle frustrated or escalated customers with replies that settle the situation rather than inflame it.\nBuild your OpenStack, Kubernetes and Hyperstack knowledge through the training provided, take on more infrastructure-focused work as you grow, and feed back recurring issues to improve the product and the support process.\nABOUT YOU\nWe care more about how you think and work than a perfect CV. You’ll likely bring a combination of the following:\nEssential:\nExperience in an application support, technical support or service desk role supporting external customers.\nClear, calm and professional written and spoken communication, including with unhappy customers.\nWorking familiarity with Linux and Windows, and confidence reading logs to diagnose problems.\nComfort working with REST APIs: making calls and interpreting responses and error codes.\nThe ability to learn a new product quickly and work through problems that don’t come with a ready-made answer.\nFull right to work in the UK (we’re unable to offer visa sponsorship for this role), and based within commuting distance of our Nottingham office, as this role is fully office-based.\nNice to Have:\nApplication support experience at a SaaS, cloud, hosting or software company, ideally supporting more than one product or platform.\nExposure to OpenStack, Kubernetes, containers or cloud infrastructure - self-study and home lab work count.\nAn interest in AI and GPU infrastructure.\nWHAT WE OFFER\nCompetitive salary and annual discretionary bonus scheme\nEmployee wellbeing benefits\n25 days holiday, plus public holidays\nPrivate Medical Insurance\nEnhanced Pension Scheme\nStructured training in OpenStack and Kubernetes, with a clear path towards infrastructure work\nReal ownership and autonomy - the trust to take initiative and experiment\nVisible, meaningful impact as we scale\nClear career progression in a high-growth company\nA collaborative, international culture built on trust, transparency, and ownership\nThe chance to help shape NexGen Cloud’s team, culture, and future\nWHY APPLY\nWe welcome applications from all backgrounds. If you enjoy solving complex infrastructure problems and want to build something meaningful at scale, we’d like to hear from you.\nMORE INFORMATION\nVisit our careers page to learn more about us or follow us on LinkedIn and X to learn more about our journey and keep up with our latest news and releases.","description_format":"text","description_chars":4668,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cloud Platforms (IaaS & PaaS)","AI Compute & Inference","High-Performance Computing"],"lifecycle":[{"event":"open","at":"2026-11-06T17:56:07Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":77,"reasons":["conf:3","win:early"],"computed_at":"2026-11-07T02:01:13Z"},"pay":null,"html_url":"https://alion.io/job/nexgen-cloud-support-engineer","json_url":"https://alion.io/job/nexgen-cloud-support-engineer.json","meta":{"generated_at":"2026-11-07T02:01:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4839,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678909},"rest":"https://alion.io/mcp/rest/get_company?id=678909"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnexgen-cloud-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnexgen-cloud-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnexgen-cloud-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nexgen-cloud-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnexgen-cloud-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3880523}},{"tool":"search_jobs","arguments":{"company":"nexgencloud.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3880523},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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