Senior Infrastructure Support Engineer

Senior Infrastructure Support Engineer

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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.

At Nscale, our Support and Operations team plays a critical role in maintaining service availability, driving reliability, and rapidly responding to customer tickets.

We thrive on a culture of relentless innovation, ownership, and accountability. 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.

We’re looking for an engineer that has good people, leadership & technical skills.

• A technical expert responsible for ensuring the efficiency, reliability, and scalability of data centre infrastructure.
• Comfortable problem solving & making decisions on complex topics with high levels of ambiguity in a results driven environment.
• Comfortable influencing without authority and exceptional at building relationships with senior stakeholders across the business to get things done.
• Strong analytical skills.
• Organised, diligent, self‑starter, curious and quick to learn.

• You’ll join the Support duty rotation and, as a Senior, will collaborate with Engineering on incidents 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 informed of the tickets progression.
• Demonstrate a solid understanding of the underlying Platform to our customers and provide 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 benchmarking against the best to identify where we can improve.
• Disagree when appropriate and challenge the status quo.
• Deliver project tasks, improvements, and technical assessments in the right quality and 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.

• Ability to adapt to customer‑driven demands, including providing specialist support after core business hours and traveling to Nscale or customer locations for onsite technical expertise.
• 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 core data centre technologies:
  Servers, Networks, Storage and Virtualisation, ideally gained through an operational support background.
• Good organisational and time management skills, with strong interpersonal skills and effective communication.
• Linux systems engineering at scale; strong command over modern Linux distributions, kernel modules, systemd, networking stack,…