AI Infrastructure Support Engineer First Line Response
Nscale is a London-based, full-stack AI cloud and infrastructure company that provides GPU compute, managed AI services, orchestration software, data centers, and power infrastructure for AI training, fine-tuning, and inference.
Maintainer signals as of 9/25/2026
Funding history
About Nscale
Nscale builds and operates vertically integrated AI infrastructure spanning software, GPU compute, networking, storage, purpose-built data centers, and power. Its active cloud platform offers self-service inference endpoints, fine-tuning, managed Kubernetes and Slurm, virtual machines, and GPU clusters.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide first- and second-line technical support to customers and internal stakeholders. You will troubleshoot GPU cloud, infrastructure, connectivity, and platform issues; manage and document tickets; maintain support resources; escalate critical problems; participate in incidents; and improve support processes.
Requirements
- 2–4 years of technical support experience in a software, cloud, or infrastructure environment
- Troubleshooting and problem-solving skills
- Written and verbal communication skills
- Experience managing support tickets and following ITIL or similar support processes
- Familiarity with AWS, GCP, Azure, or infrastructure concepts
- Understanding of networking, Linux or Unix systems, or containerization
- Ability to prioritize and escalate in a fast-paced environment
Responsibilities
- Handle customer support tickets and inquiries through email, chat, and ticketing systems
- Provide technical support according to support processes and SLAs
- Troubleshoot GPU cloud platform, infrastructure, and related service issues
- Diagnose and resolve common technical problems and escalate complex issues
- Manage tickets, documentation, status updates, and escalation
- Maintain records of support interactions and resolutions
- Build product and issue knowledge
- Contribute to knowledge bases, troubleshooting guides, and FAQs
- Perform system diagnostics and log analysis
- Identify issue patterns and escalate systemic problems
- Support configuration, deployment, and optimization questions
- Collaborate with engineering, operations, and product teams
- Participate in incident response
- Gather customer feedback and improvement suggestions
- Improve support processes, documentation, tooling, and self-service resources