Nscale is a GPU cloud provider engineered for AI, supporting both start-ups and enterprise customers with high-performance infrastructure. The Support Desk Engineer role involves providing technical support for the AI cloud platform, troubleshooting issues, and facilitating communication 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
Requirements:
- 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