Nscale
Verified live 1d ago
Support Desk Engineer
Brief overview
United StatesIn-person
$50k–$100k/yrStated range
2+ yrsMinimum
Technical supportTroubleshootingAnalytical problem-solvingWritten and verbal communicationITIL or similar support processesPrioritization in fast-paced environmentsIssue resolutionTeam collaborationCustomer-first mindsetCloud platforms (AWS, GCP, Azure)Networking conceptsLinux/Unix systemsTicketing systems (Jira, Zendesk, ServiceNow)APIs and REST servicesContainerization (Docker, Kubernetes)GPU infrastructure supportHPC systems
About the company
Nscalenscale.com
Nscale builds AI data centers and provides GPU cloud infrastructure that companies use to train, run, and scale large AI models.
Job description
Summary
Nscale is a GPU cloud company focused on AI, providing high-performance infrastructure for AI start-ups and large enterprises. The Support Desk Engineer role involves delivering first and second-line technical support, diagnosing and resolving issues across GPU infrastructure and cloud services, while acting as a liaison between customers and engineering teams.
Responsibilities
- Handle incoming support tickets and technical inquiries via email, chat, and ticketing systems
- Provide timely, professional support in line with established processes and SLAs
- Troubleshoot issues across Nscale’s GPU cloud platform, infrastructure, and related services
- Diagnose and resolve common technical problems, escalating complex or systemic issues appropriately
- Manage tickets with accuracy and attention to detail, ensuring proper documentation and status updates
- Maintain clear records of support interactions and resolutions
- Track ticket progress and proactively communicate updates to customers
- Diagnose infrastructure, connectivity, configuration, and platform-related issues
- Perform system diagnostics and basic log analysis to support root cause identification
- Support customers with configuration, deployment, and optimization guidance
- Identify recurring patterns and escalate systemic problems to engineering teams
- Build and maintain strong knowledge of Nscale’s products, services, and common issues
- Contribute to internal knowledge bases, troubleshooting guides, and FAQs
- Support incident response efforts and collaborate during service-impacting events
- Work closely with Engineering, Infrastructure, Product, and Operations teams to resolve issues
- Relay customer feedback, feature requests, and platform improvement suggestions
- Identify opportunities to improve support workflows, tooling, and documentation
- Contribute to reducing ticket volume through improved self-service and automation
Skills
- 2–4 years of technical support experience in a software, cloud, or infrastructure environment
- Strong troubleshooting and analytical problem-solving skills
- Excellent written and verbal communication skills, with ability to explain technical concepts clearly
- Experience working within structured support processes (ITIL or similar)
- Ability to prioritize effectively in a fast-paced, high-growth environment
- Organized, disciplined, and methodical approach to issue resolution
- Strong team collaboration skills and customer-first mindset
- Familiarity with cloud platforms (AWS, GCP, Azure) or infrastructure environments
- Basic understanding of networking concepts and Linux/Unix systems
- Experience with ticketing systems (Jira, Zendesk, ServiceNow, or similar)
- Understanding of APIs and REST services
- Exposure to containerization technologies (Docker, Kubernetes)
- Familiarity with monitoring and observability tools (e.g., Prometheus, Grafana, ELK stack)
- Experience supporting GPU infrastructure, HPC systems, or AI/ML platforms
- Knowledge of scripting languages (Python, Bash) for automation and diagnostics
- Experience in a fast-paced startup or scale-up environment
- Customer-facing experience in B2B SaaS or infrastructure platforms
Qualifications
Must Haves
- 2–4 years of technical support experience in a software, cloud, or infrastructure environment
- Strong troubleshooting and analytical problem-solving skills
- Excellent written and verbal communication skills, with ability to explain technical concepts clearly
- Experience working within structured support processes (ITIL or similar)
- Ability to prioritize effectively in a fast-paced, high-growth environment
- Organized, disciplined, and methodical approach to issue resolution
- Strong team collaboration skills and customer-first mindset
- Familiarity with cloud platforms (AWS, GCP, Azure) or infrastructure environments
- Basic understanding of networking concepts and Linux/Unix systems
- Experience with ticketing systems (Jira, Zendesk, ServiceNow, or similar)
- Understanding of APIs and REST services
Nice to Haves
- Exposure to containerization technologies (Docker, Kubernetes)
- Familiarity with monitoring and observability tools (e.g., Prometheus, Grafana, ELK stack)
- Experience supporting GPU infrastructure, HPC systems, or AI/ML platforms
- Knowledge of scripting languages (Python, Bash) for automation and diagnostics
- Experience in a fast-paced startup or scale-up environment
- Customer-facing experience in B2B SaaS or infrastructure platforms
Benefits
- Medical
- Dental
- Vision
- Flexible paid time off
- Parental leave
- Retirement plan participation
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