AI Infra Support Engineer - Frontline Troubleshooter

Nscale; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

At Nscale, the Support Desk Engineer is the frontline of our AI GPU cloud support, handling inquiries, troubleshooting issues, and escalating complex problems to engineering teams. You’ll communicate clearly with both technical and non-technical users in a fast-paced environment.

You’ll gain exposure to cutting-edge AI infrastructure, cloud technologies, and customer-facing operations, developing deep technical knowledge while building strong relationships with customers and internal teams.

Qualifications

• 2-4 years of technical support experience in software/cloud infrastructure.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication, able to explain technical concepts to non-technical users.
• Experience managing support tickets and following ITIL or similar processes.
• Familiarity with cloud platforms (AWS, GCP, Azure) or infrastructure concepts.
• Basic networking, Linux/Unix systems, or containerization (Docker/Kubernetes).
• Experience with ticketing systems (Jira, Zendesk, ServiceNow).

Responsibilities

• Handle incoming support tickets via email, chat, and ticketing systems.
• Provide timely, professional technical support following SLAs.
• Troubleshoot issues across GPU cloud platform, infrastructure, and related services.
• Escalate complex problems to engineering when needed.
• Maintain accurate ticket documentation and status updates.
• Collaborate with engineering, operations, and product teams to resolve issues.

Skills

2-4 years experience

Troubleshooting

Excellent communication

ITIL processes

Cloud platforms familiarity

Networking basics

Linux/Unix basics

Fast-paced environment

Tools

Jira

Zendesk

ServiceNow

Docker/Kubernetes

Job description

At Nscale, the Support Desk Engineer is the frontline of our AI GPU cloud support, handling inquiries, troubleshooting issues, and escalating complex problems to engineering teams. You’ll communicate clearly with both technical and non-technical users in a fast-paced environment.

You’ll gain exposure to cutting-edge AI infrastructure, cloud technologies, and customer-facing operations, developing deep technical knowledge while building strong relationships with customers and internal teams.