AI Infrastructure Support Engineer

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.

Why Nscale?

At Nscale, our Support & Operations team plays a critical role in enabling our customers and internal teams to succeed. You'll be part of a team that directly impacts customer satisfaction, platform reliability, and operational excellence across our AI infrastructure.

About the Role

We're looking for a Support Desk Engineer to provide first and second-line technical support to our customers and internal stakeholders. You'll be the frontline of our support organization, handling incoming technical inquiries, troubleshooting issues, and escalating complex problems to our engineering teams. This role requires strong problem-solving skills, technical competency, and the ability to communicate clearly with both technical and non-technical users.

You'll work in a fast-paced, high-growth environment where you'll gain exposure to cutting-edge AI infrastructure, cloud technologies, and customer-facing operations. This position offers the opportunity to develop deep technical knowledge while building strong relationships with customers and internal teams.

What You'll Be Doing

Customer Support & Issue Resolution

- Handle incoming support tickets and inquiries from customers via email, chat, and ticketing systems

- Provide timely, professional technical support following established support processes and SLAs

- Troubleshoot customer issues across our GPU cloud platform, infrastructure, and related services

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

Ticket & Case Management

- Manage support tickets with accuracy and attention to detail, ensuring proper documentation and status updates

- Maintain clear, detailed records of all support interactions and resolutions

- Track ticket progress and ensure timely resolution or escalation