Senior Infrastructure Support Engineer

Nscale

9d•$100,000 - $150,000•Hybrid

About The Position

Nscale is seeking a Senior Infrastructure Support Engineer to ensure the efficiency, reliability, and scalability of data center infrastructure. This role involves collaborating with various engineering teams on incidents, investigations, and changes, proactively improving monitoring and alerting systems, and contributing to knowledge sharing. The engineer will manage and resolve customer tickets, provide assistance to customers in leveraging Nscale's services, and respond to monitoring alerts. They will also take decisive actions on complex incidents, lead by example, and deliver project tasks and technical assessments. The position requires handling escalated customer support issues, designing and implementing automation scripts, conducting root cause analysis, and collaborating with cross-functional teams for service improvements. Responding to critical incidents outside of business hours and being on-call is also part of the role.

Requirements

Ability to adapt to customer-driven demands, such as providing specialist support after core business hours, with availability to travel to Nscale or Customer locations to provide onsite technical expertise and guidance.
Disciplined, organised and self-motivated. Able to motivate, support and mentor other team members.
Strong leadership principals, with a bias for taking decisive action, working independently, and driving the team and wider organisation to improve.
Understanding of how datacenters operate and the core datacentre technologies: Servers, Networks, Storage and Virtualisation, ideally gained through an operational support background.
Good organisational and time management skills, with strong interpersonal skills, able to deal effectively with people at all levels whilst also having good written and verbal communication skills.
Linux systems engineering at scale. Strong command over modern Linux distributions, kernel modules, systemd, networking stack, and filesystem tooling. Proven troubleshooting across compute, storage and network layers in production.
Kubernetes. Operate and troubleshoot K8s clusters, and understand how physical resources are abstracted up the stack to K8s.
GPU platforms (NVIDIA and AMD). Practical experience with GPU drivers and GPU logs investigation tools, e.g. nvidia-smi. Performance diagnostics using NCCL on large scale clusters.
Observability and incident response. Build and use alerting stacks and dashboards, interpret metrics and alerts, and drive runbooks to resolution; contribute to SLOs and post‑incident reviews.
Strong Networking fundamentals. Solid grasp of L2/L3, routing, BGP, VLANs, VXLAN, firewalls, load balancing. Understanding of high‑performance fabrics (RDMA/NVLink basics) for cluster‑to‑cluster traffic.
SRE‑style operations. Write and maintain runbooks, automate diagnostics, and reduce human intervention using scripts or small tools.
Automation and Git. Scripting or software skills in Bash, Python, or JavaScript (or equivalent) for operational tooling and integrations, and experience with Infrastructure Automation tools (Ansible, Puppet, Terraform, Chef).
Cloud Infrastructure Administration and Troubleshooting. Strong familiarity with using virtualisation technologies, and investigating issues that arise, performing deep dive investigation to perform root cause analysis. Openstack operations experience preferred.

Nice To Haves

Automated Network Configuration. Experience automating network deployment configurations and making safe, repeatable changes in business critical environments.
Strong GPU HPC concepts, beyond standard troubleshooting. Familiarity and prior experience with RDMA/InfiniBand and performance tuning for distributed workloads. Support scheduling for large multi‑GPU jobs, containers via Pyxis/Enroot, and MPI. Diagnose queue, topology, and job failures.
GitOps tooling and cluster/app automation pipelines. Build and maintain CICD pipelines. Re-architecting old scripts to use Github Actions.

Responsibilities

Join the Support duty rotation and collaborate with Infrastructure Engineering, Service Reliability Engineering, and Product Engineering on incidents, investigations, and changes.
Proactively improve dashboards, alerts, and runbooks to prevent repeat incidents.
Contribute to knowledge sharing across Operations and Engineering, including training content, workshops, and PR reviews.
Accurately record, update, manage and resolve tickets using the call tracking system whilst keeping all parties (internal or external) informed of the tickets progression via phone and email.
Demonstrate a solid understanding of the underlying Platform to our customers and providing assistance in helping them leverage the service and products.
Respond to incoming monitoring alerts, resolving or escalating as required in accordance with priorities and agreed service levels.
Take decisive actions, and calculated risks, on technically complex incidents and tasks to ensure business speed and efficiency.
Lead by earning trust, speaking candidly, and benchmark against the best to identify where we can improve.
Deliver project tasks, improvements, and technical assessments in the right quality in a timely fashion.
Handle escalated customer support issues, providing solutions aligned with business SLA requirements.
Design and implement automation scripts and tools to optimize processes.
Conduct root cause analysis for major incidents and recommend long-term fixes.
Collaborate with cross-functional teams for service improvements.
Respond to critical incidents during out of business hours, and be on-call as required.

Benefits

Highly competitive package (base + equity) with reviews every 12 months.
Join the fastest-growing tech startup, your chance to push boundaries, collaborate with brilliant minds, and make your mark on cutting-edge AI.
Expect a dynamic progression plan tailored to your ambitions. Grow by trying new things, leading, challenging the status quo, and owning your impact, always with our full support.
Human-First Flexibility: We treat you as humans first. Our flexible workplace trusts Nscalers to deliver, giving you the autonomy to shape your day around life's moments.
medical
dental
vision
flexible paid time off
parental leave
retirement plan participation