Support Desk Engineer
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.
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 for cloud-platform customers and internal stakeholders. You will troubleshoot infrastructure and platform issues, manage tickets and customer updates, perform diagnostics, escalate systemic problems, support incidents, maintain knowledge resources, and improve support workflows and automation.
Requirements
- 2–4 years of technical support experience in a software, cloud, or infrastructure environment
- Troubleshooting and analytical problem-solving skills
- Written and verbal technical communication skills
- Experience with structured support processes such as ITIL
- Cloud-platform or infrastructure familiarity
- Basic networking and Linux/Unix knowledge
- Ticketing-system experience
- API and REST-service understanding
Responsibilities
- Handle support tickets and technical inquiries
- Provide support in line with established processes and SLAs
- Troubleshoot GPU cloud platform and infrastructure issues
- Diagnose and resolve common technical problems
- Escalate complex or systemic issues
- Manage tickets, documentation, and status updates
- Communicate ticket progress to customers
- Perform system diagnostics and basic log analysis
- Provide configuration, deployment, and optimization guidance
- Identify recurring issues and relay feedback to engineering
- Maintain knowledge bases, troubleshooting guides, and FAQs
- Support incident response
- Improve support workflows, tooling, documentation, self-service, and automation
Benefits
- Equity
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible paid time off
- Parental leave
- Retirement plan participation