Support Desk Engineer

Nscale; United States; Remote; USD 50,000 - 100,000; Full time

Benefits offered by this job

Competitive base + equity

Annual reviews

Dynamic progression plan

Job summary

Nscale is seeking a Support Desk Engineer to provide first and second-line technical support for our AI cloud platform. You will diagnose, troubleshoot, and resolve issues across GPU infrastructure, cloud services, and related systems, acting as a bridge between customers and engineering teams.

This frontline role emphasizes timely communication, adherence to processes, and continuous improvement of support workflows, with hands-on exposure to cutting-edge AI infrastructure and platform

Qualifications

• 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 and customer‑first mindset.

Responsibilities

• Handle incoming support tickets via email, chat, and ticketing systems.
• Provide timely, professional support in line with SLAs.
• Troubleshoot issues across the GPU cloud platform, infrastructure, and related services.
• Diagnose and resolve common technical problems; escalate complex issues.
• Manage tickets with accuracy and proper documentation.
• Maintain records of interactions and resolutions.
• Track progress and communicate updates to customers.
• Diagnose infrastructure, connectivity, and platform issues.
• Perform system diagnostics and basic log analysis.
• Support customers with configuration, deployment, and optimization guidance.
• Identify recurring patterns and escalations to engineering.
• Build knowledge of products and services.
• Contribute to knowledge bases and FAQs.
• Support incident response efforts during service-impacting events.
• Collaborate with Engineering, Infrastructure, Product, and Operations teams.
• Relay customer feedback and feature requests.
• Identify opportunities to improve workflows, tooling, and docs.

Skills

Troubleshooting

Analytical thinking

Communication

ITIL processes

Prioritization

Tools

Jira

Zendesk

ServiceNow

Prometheus

Grafana

Job description

About Nscale

Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility.

We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you’ll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you’ll be contributing to building the technology that powers the future.

About The Role

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.

What You’ll be Doing

• 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 escalating 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.

Key Performance Indicators

• First response time and SLA adherence

• Ticket resolution time

• Customer satisfaction (CSAT)

• Escalation quality and accuracy

• Knowledge base contribution

• Incident support effectiveness

About You

• 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.

Technical Knowledge

• Familiarity with cloud platforms (AWS, GCP, Azure) or infrastructure environments.

• Basic understanding of networking concepts and Linux/Unix systems.

• Exposure to containerization technologies (Docker, Kubernetes) preferred.

• Experience with ticketing systems (Jira, Zendesk, ServiceNow, or similar).

• Understanding of APIs and REST services.

• Familiarity with monitoring and observability tools (e.g., Prometheus, Grafana, ELK stack) is advantageous.

Nice to Have

• 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.

What We Can Offer You

At Nscale, you’ll find a collaborative, supportive, and innovative environment where your contributions spark real impact. We’re building something extraordinary, and we want you at the core.

• 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.

Equal Opportunities Statement

We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.

If there’s anything we can do to accommodate your specific situation, please let us know.

The responsibilities outlined in this job description are not exhaustive and are intended to provide a general overview of the position. The employee may be required to perform additional duties, tasks, and responsibilities as assigned by management, consistent with the skills and qualifications required for the role.

The range below reflects the base salary for the position. Actual compensation may vary based on job‑related factors such as skill set, experience, education, and location. In addition to base salary, this role may be eligible for bonus, equity, and/or commission programs. Nscale may offer a competitive benefits package including medical, dental, vision, flexible paid time off, parental leave, and retirement plan participation.

Salary Range

$50,000—$100,000 USD

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