Desk Engineer

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.

We are hiring a Support Desk Engineer to join our Support & Operations team and serve as a frontline technical expert for our GPU cloud platform.

In this role, you will provide first- and second-line technical support to customers and internal stakeholders, helping troubleshoot issues across our AI infrastructure, cloud services, and platform components. You will act as the bridge between customers and engineering — diagnosing problems, resolving common issues, and escalating complex cases with clarity and precision.

This is a high-impact role in a fast-paced, high-growth environment. You’ll gain deep exposure to AI infrastructure, cloud technologies, and production-grade systems while helping ensure an exceptional customer experience.

Handle incoming support tickets and technical inquiries via email, chat, and ticketing systems.

Provide timely, professional support in line with established SLAs and support processes.

Troubleshoot issues across Nscale’s GPU cloud platform, infrastructure, and related services.

Diagnose and resolve common technical issues, escalating complex problems appropriately.

Accurately log, document, and track support tickets with detailed notes and updates.

Maintain clear records of troubleshooting steps and resolutions.

Proactively communicate status updates and next steps to customers.

Ensure tickets are progressed, resolved, or escalated within agreed time frames.

Diagnose infrastructure, networking, and platform-related issues.

Perform basic system diagnostics, log review, and configuration validation.

Identify recurring issue patterns and elevate systemic concerns to engineering.

Support customers with configuration, deployment, and performance-related queries.

Develop and maintain strong knowledge of Nscale’s products, services, and common support cases.

Contribute to internal knowledge bases and support documentation.

Create and refine troubleshooting guides, FAQs, and customer-facing resources.

Share insights with the support team to continuously improve resolution quality.

Work closely with Engineering, Operations, and Product teams to resolve technical issues.

Escalate critical or production-impacting issues with structured communication.

Participate in incident response activities when required.

Gather customer feedback and communicate product improvement suggestions internally.

Identify opportunities to improve support processes, tooling, and documentation.

Help reduce ticket volume by improving self‑service and knowledge resources.

Stay up to date with platform updates, releases, and new feature rollouts.

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 the ability to explain complex concepts clearly.

Comfortable working in a fast‑paced, high‑growth environment.

Experience managing tickets within structured ITIL or similar support frameworks.

Familiarity with cloud platforms (AWS, GCP, Azure) and infrastructure concepts.

Basic understanding of networking, Linux/Unix systems, and/or containerization (Docker,…