Support Desk Engineer

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