Desk Analyst

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.

We are hiring a Support Desk Analyst to join our Support & Operations team and serve as the frontline of our technical support organization.

In this role, you will provide first- and second-line technical support to both internal teams and customers. You will handle incoming support requests, troubleshoot technical issues, and escalate more complex challenges to specialist teams. This role requires strong problem-solving ability, clear communication, and a structured, methodical approach in a fast-paced, high-growth environment. Your work will directly impact customer satisfaction, internal productivity, and operational excellence.

• Handle incoming support requests via email, ticketing systems, and chat channels.
• Diagnose and resolve technical issues for internal users and customers.
• Log, track, and maintain accurate updates on all support tickets.
• Prioritize and elevate issues appropriately based on severity and impact.
• Maintain professional, clear, and courteous communication with all stakeholders.

• Provide first-line technical support for hardware, software, and cloud infrastructure issues.
• Troubleshoot connectivity, access, authentication, and configuration problems.
• Document issues and resolutions to build and maintain a searchable knowledge base.
• Identify recurring patterns and elevate systemic issues to engineering teams.

• Assist users with account setup, permissions, and authentication challenges.
• Provide clear, easy-to-understand technical guidance to non-technical users.
• Support onboarding and offboarding processes with technical provisioning and deprovisioning.
• Create and maintain documentation for common support scenarios.

• Contribute to continuous improvement of support workflows and procedures.
• Identify opportunities to automate repetitive or manual tasks.
• Participate in team knowledge sharing and training sessions.
• Support implementation of new support tools and systems.

• Work closely with Internal IT, Infrastructure, and Platform Engineering teams.
• Coordinate escalations with specialist teams to ensure timely resolution.
• Support incident response processes and contribute to resolution efforts.
• Communicate effectively with both technical and non-technical stakeholders.

• 2–3 years of experience in a technical support, help desk, or similar customer-facing technical role.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work effectively in a fast-paced, high-growth environment.
• Highly organized, disciplined, and detail-oriented.
• Reliable and methodical with a strong sense of ownership.
• Strong team player with the ability to build positive working relationships.

• Solid understanding of IT fundamentals (networking, operating systems, cloud concepts).
• Experience supporting Windows and/or macOS environments.
• Familiarity with ticketing systems and support tools.
• Basic understanding of IT security and data protection principles.
• Experience using remote support tools and VPN technologies.

• Experience in a startup or scale-up environment.
• Familiarity with cloud platforms (AWS, GCP, Azure).
• Exposure to…