Customer Support Engineer

Nuventure; Ernakulam; Sur place; INR 700 000 - 1 100 000; Plein temps

Résumé du poste

Nuventure Connect is seeking a Customer Support Engineer to be the first technical contact for customers running production workloads on GPU infrastructure. You will diagnose issues, perform remediation, and own cases from first response to resolution, partnering with NOC and Engineering teams.

You will work with an experienced NOC/Infrastructure Operations team handling GPU fabric, storage, and networking.

Qualifications

• Strong written and verbal communication with technical audiences.
• Demonstrated ownership: see issues through to resolution.
• Solid Linux fundamentals: Ubuntu/RHEL, CLI, SSH, logs, packages.
• Working knowledge of core networking: TCP/IP, DNS, DHCP, VLANs.
• Comfort reading monitoring dashboards and alerts; following runbooks.
• Experience with ticketing/ITSM tools (Jira, Zendesk, ServiceNow, Freshservice).
• Ability to operate in production infrastructure with change-control discipline.
• Experience in technical support, NOC, data center, MSP, or cloud infrastructure.

Responsabilités

• Own customer tickets end-to-end across Jira, Slack and email; acknowledge, set expectations, update, resolve, close.
• Maintain customer-facing communication after escalation; serve as accountable contact point.
• Explain issues clearly to engineers; manage uncertainty with empathy and precision.

Connaissances

Communication

Linux basics

Networking basics

ITSM tools

NOC experience

Production infra

Multi-tenant infra

SLA discipline

Outils

Jira Service Management

Grafana

Prometheus

nvidia-smi

Description du poste

Nuventure Connect is an ISO 27001:2022 and SOC 2 certified technology services company that leverages deep technology expertise to solve complex business problems and empower clients worldwide. Our commitment to state-of-the-art solutions spans the entire product value chain, delivering next-generation software, end-to-end IoT solutions, cloud infrastructure management, and managed IT support services.

About the Role

The Customer Support Engineer is a customer-facing technical role, not a help-desk position. Customer service and the quality of the customer experience sit alongside technical skill as core, non-negotiable parts of the job. You will be the first technical point of contact for customers running production workloads on the GPU infrastructure: diagnosing infrastructure issues, executing approved remediation, and owning each customer's issue from first response through resolution — even when the deeper fix comes from our NOC or Engineering teams.

You will work alongside an experienced NOC / Infrastructure Operations team that handles advanced GPU fabric, storage-platform and networking issues. You do not need to know everything on day one, but you do need to know how to triage, communicate clearly with a technical customer, and escalate well. This role suits people who care about the customer on the other end of the ticket, enjoy real infrastructure, and want a clear path into NOC and engineering roles.

Key Responsibilities

Customer Ownership & Communication

• Own customer tickets end-to-end across Jira, Slack and email (or an equivalent ITSM platform): acknowledge quickly, set accurate expectations, send proactive updates, confirm resolution and close the loop
• Stay customer-facing after internal escalation — the customer keeps one accountable point of contact even when the NOC or Engineering performs the deeper troubleshooting
• Communicate clearly with engineers, researchers and infrastructure teams: explain technical issues plainly, be honest about uncertainty, and de-escalate frustrated customers with empathy and precision

Infrastructure Troubleshooting

• Triage each issue to distinguish customer and application problems from infrastructure, hardware, network, storage or GPU problems
• Perform basic GPU diagnostics (nvidia-smi, ECC error review, GPU health checks) and review monitoring dashboards and alerts (Grafana / Prometheus-style tooling) as a first diagnostic step
• Perform basic Linux, networking (DNS, DHCP, VLANs, connectivity) and storage troubleshooting, including WEKA drive and status checks, within your authorized scope
• Recognize tenant-caused issues versus true infrastructure faults on shared, multi-tenant GPU infrastructure
• Gather and document evidence — logs, error messages, timelines, serial and node data — for suspected hardware faults and RMA candidates

Controlled Operations & Change

• Execute approved reboots, power cycles and re-imaging workflows through documented runbooks, with pre- and post-checks and clear communication of maintenance impact
• Validate and coordinate firmware and vBIOS update requests: confirm hardware and support status, schedule the work, document the change, and hand off to NOC or Engineering when the activity exceeds your authorization
• Follow change-control and maintenance-window procedures; never freelance production changes
• Escalate advanced GPU fabric (NVLink / NVSwitch), InfiniBand / RoCE, deep storage-platform and multi-node issues to the NOC with a complete handoff: customer impact, affected infrastructure, timeline, symptoms, logs, tests performed, results and suspected cause
• Support delegated customer onboarding tasks such as access validation, connectivity checks and environment readiness checks
• Document resolutions and flag recurring issues, runbook gaps and knowledge-base improvements

Qualification

• Strong written and verbal communication with technical audiences — you can explain an issue clearly to an engineer, set accurate expectations and communicate uncertainty honestly
• Demonstrated ownership: a track record of seeing customer or user issues through to resolution rather than handing them off at the first difficulty
• Solid Linux fundamentals (Ubuntu / RHEL): CLI, SSH, processes and services, filesystems, permissions, logs and package management
• Working knowledge of core networking: TCP/IP, DNS, DHCP, VLANs, subnets and basic connectivity troubleshooting
• Comfort reading monitoring dashboards and alerts, and following structured runbooks
• Disciplined use of ticketing and ITSM tools (Jira Service Management, Zendesk, ServiceNow, Freshservice or similar)
• Ability to operate in a production infrastructure environment with defined change-control and escalation discipline
• Experience in technical support, NOC, data center, MSP or cloud / infrastructure support, or equivalent demonstrated troubleshooting ability
• Flexibility to support evening, weekend and holiday coverage as the team grows toward 24×7 operations

Preferred Skills

• Exposure to NVIDIA GPU tooling (nvidia-smi, CUDA basics) and ECC concepts, or a strong willingness to ramp quickly
• Experience with multi-tenant or shared infrastructure (public cloud, virtualization / hypervisor platforms, multi-tenant SaaS): tenant isolation, resource contention and noisy-neighbor issues
• Exposure to container and Kubernetes concepts (pods, namespaces, logs, resource constraints)
• Basic Python or Bash scripting for log parsing and diagnostics
• Exposure to storage concepts (filesystems, mounts, block / file / object) or platforms such as WEKA, VAST or Pure Storage
• Prior experience at a GPU cloud, hyperscaler, MSP or AI infrastructure provider
• Desired certifications (not required): CompTIA Linux+ or Network+, RHCSA, ITIL 4 Foundation, cloud provider certifications
• Understanding of compliance operations in SOC 2 or ISO 27001 environments

Key Skills & Expertise

• Storage: Storage Fundamentals / WEKA
• Incident Handling: Escalation & Evidence Gathering