AI Infrastructure Support Engineer (First Line Response)

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.

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