{"id":649767,"url":"https://alion.io/job/nscale-support-desk-engineer","title":"Support Desk Engineer","company":{"id":48155,"name":"Nscale","domain":"nscale.com","url":"https://alion.io/company/nscale","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":92,"open_postings":37,"ghost_share":0,"stale_share":0.135,"repost_share":0,"time_to_fill_p50_days":68,"computed_at":"2026-09-30T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":50000,"max":100000,"currency":"USD","period":"year","gross":null,"usd_annual":100000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Docker","optional":false},{"name":"Edge AI","optional":false},{"name":"GCP","optional":false},{"name":"Grafana","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false},{"name":"Prometheus","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Unix","optional":false},{"name":"Bash","optional":true},{"name":"HPC","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-02-25T17:36:11Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-09-30T18:12:12Z","board_verified":true,"closed_at":null,"days_open":217,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":216},"description":"About Nscale\nNscale 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.\nWe 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.\nAbout The Role\nNscale is seeking a Support Desk Engineer to provide first and second-line technical support to customers and internal stakeholders across our AI cloud platform.\nThis role sits at the frontline of our customer experience, responsible for diagnosing, troubleshooting, and resolving issues across GPU infrastructure, cloud services, and related systems. You will act as a technical bridge between customers and engineering teams, ensuring timely resolution, high-quality communication, and continuous improvement of support processes.\nThis position offers hands-on exposure to cutting-edge AI infrastructure while developing deep technical expertise in cloud and platform operations.\nWhat You'll be Doing\nHandle incoming support tickets and technical inquiries via email, chat, and ticketing systems.\nProvide timely, professional support in line with established processes and SLAs.\nTroubleshoot issues across Nscale’s GPU cloud platform, infrastructure, and related services.\nDiagnose and resolve common technical problems, escalating complex or systemic issues appropriately.\nManage tickets with accuracy and attention to detail, ensuring proper documentation and status updates.\nMaintain clear records of support interactions and resolutions.\nTrack ticket progress and proactively communicate updates to customers.\nDiagnose infrastructure, connectivity, configuration, and platform-related issues.\nPerform system diagnostics and basic log analysis to support root cause identification.\nSupport customers with configuration, deployment, and optimization guidance.\nIdentify recurring patterns and escalate systemic problems to engineering teams.\nBuild and maintain strong knowledge of Nscale’s products, services, and common issues.\nContribute to internal knowledge bases, troubleshooting guides, and FAQs.\nSupport incident response efforts and collaborate during service-impacting events.\nWork closely with Engineering, Infrastructure, Product, and Operations teams to resolve issues.\nRelay customer feedback, feature requests, and platform improvement suggestions.\nIdentify opportunities to improve support workflows, tooling, and documentation.\nContribute to reducing ticket volume through improved self-service and automation.\nKey Performance Indicators\nFirst response time and SLA adherence\nTicket resolution time\nCustomer satisfaction (CSAT)\nEscalation quality and accuracy\nKnowledge base contribution\nIncident support effectiveness\nAbout You\n2-4 years of technical support experience in a software, cloud, or infrastructure environment.\nStrong troubleshooting and analytical problem-solving skills.\nExcellent written and verbal communication skills, with ability to explain technical concepts clearly.\nExperience working within structured support processes (ITIL or similar).\nAbility to prioritize effectively in a fast-paced, high-growth environment.\nOrganized, disciplined, and methodical approach to issue resolution.\nStrong team collaboration skills and customer-first mindset.\nTechnical Knowledge\nFamiliarity with cloud platforms (AWS, GCP, Azure) or infrastructure environments.\nBasic understanding of networking concepts and Linux/Unix systems.\nExposure to containerization technologies (Docker, Kubernetes) preferred.\nExperience with ticketing systems (Jira, Zendesk, ServiceNow, or similar).\nUnderstanding of APIs and REST services.\nFamiliarity with monitoring and observability tools (e.g., Prometheus, Grafana, ELK stack) is advantageous.\nNice to Have\nExperience supporting GPU infrastructure, HPC systems, or AI/ML platforms.\nKnowledge of scripting languages (Python, Bash) for automation and diagnostics.\nExperience in a fast-paced startup or scale-up environment.\nCustomer-facing experience in B2B SaaS or infrastructure platforms.\nWhat We Can Offer You\nAt 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.\nHighly competitive package (base + equity) with reviews every 12 months. \nJoin the fastest-growing tech startup, your chance to push boundaries, collaborate with brilliant minds, and make your mark on cutting-edge AI. \nExpect a dynamic progression plan tailored to your ambitions. Grow by trying new things, leading, challenging the status quo, and owning your impact, always with our full support. \nEqual Opportunities Statement\nWe strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.\nIf there’s anything we can do to accommodate your specific situation, please let us know.\nThe 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.\nThe range below reflects the base salary for the position. Actual compensation may vary based on job-related factors such as skill set, experience, education, and location. In addition to base salary, this role may be eligible for bonus, equity, and/or commission programs. Nscale may offer a competitive benefits package including medical, dental, vision, flexible paid time off, parental leave, and retirement plan participation.\nSalary Range\n$50,000—$100,000 USD\nFor information on how Nscale handles candidate personal data, please see our Employee & Candidate Privacy Notice: Here.\nNscale does not accept unsolicited candidate submissions from recruitment agencies.","description_format":"text","description_chars":6525,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Centers & Colocation","AI Compute & Inference"],"lifecycle":[{"event":"open","at":"2026-09-10T20:22:42Z"}],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.325,"p_room":0.28,"age_days":216,"expected_fill_days":68,"reasons":["conf:7","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-09-30T05:45:00Z"},"pay":{"stated_usd_annual":100000,"is_top_pay":true},"html_url":"https://alion.io/job/nscale-support-desk-engineer","json_url":"https://alion.io/job/nscale-support-desk-engineer.json","meta":{"generated_at":"2026-10-01T00:18:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":389,"day_limit":5000,"remaining_today":4611,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}