Support Desk Engineer

Nscale

8d•$50,000 - $100,000•Remote

About The Position

Nscale is seeking a Support Desk Engineer to provide first and second-line technical support to customers and internal stakeholders across our AI cloud platform. This role sits at the frontline of our customer experience, responsible for diagnosing, troubleshooting, and resolving issues across GPU infrastructure, cloud services, and related systems. You will act as a technical bridge between customers and engineering teams, ensuring timely resolution, high-quality communication, and continuous improvement of support processes. This position offers hands-on exposure to cutting-edge AI infrastructure while developing deep technical expertise in cloud and platform operations.

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.

Nice To Haves

Exposure to containerization technologies (Docker, Kubernetes) preferred.
Familiarity with monitoring and observability tools (e.g., Prometheus, Grafana, ELK stack) is advantageous.
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.

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.